Técnico Suporte TI

Jabil; Betim; On-site; BRL 30,000 - 60,000; Full time

Job summary

Jabil is seeking a disciplined IT Support professional to provide second-tier assistance for PC, server, and mainframe applications and hardware. You will diagnose issues, use remote tools, and escalate complex problems to senior staff while maintaining clear communication with users.

You will develop documentation, train users, and contribute to process improvements. A bilingual capability is preferred to support a diverse user base across shifts in Betim, Brazil.

Qualifications

• High school diploma or equivalent required; some college preferred
• 3–5 years IT support experience preferred, in a similar environment
• Bi-lingual preferred to assist diverse user base

Responsibilities

• Provide second-tier support to end users for PC, server or mainframe applications and hardware
• Maintain timely status of incidents, requests and alerts for the Jabil user community
• Use remote connectivity tools to support users and diagnose issues
• Escalate complex issues to senior staff when needed
• Create and maintain process documentation and knowledge articles
• Provide user training as required and share best practices

Skills

Advanced computer skills

ITIL knowledge

Customer service

Communication skills

Bilingual preferred

Education

High school diploma

Some college preferred

Tools

Windows OS

Office suite

Job description

JOB SUMMARY

Under general direction, provides second-tier support to end users for either PC, server or mainframe applications, and hardware. Handles problems that the Service Desk agent or Remote Specialist 1 is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Escalates more complex issues to senior level.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively, making customer issues a priority.
• Maintain timely status of Incidents, Requests and Alerts to ensure effective communication to the Jabil user community.
• Ensure support activities are monitored, logged, tracked and resolved appropriately and in a timely manner.
• Utilize Remote Connectivity Application to support users
• Answer incoming Information technology calls in a timely manner, discusses problems with users, evaluates and prioritizes Incidents.
• Identify, research, isolate and resolve Information Technology Incidents and Service Requests.
• Escalate calls to the appropriate technical, professional and or service personnel for service, repair and follow-up.
• Utilizes call tracking system
• Provide end-user training as required/assigned.
• Develop and maintain processes, procedures, and documentation
• Participate in the exchange of ideas and information within the department.
• Ask questions; encourage input from team members.
• Provide regular updates to appropriate managers.
• Identify creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Assure that procedures and work instructions are efficient and not redundant.
• Offer new ideas and suggestions for improvement. Identify and implement new practices and processes that are “best in field”.
• Confer with reporting manager on complex or unusual situations.
• Establish new measurement systems if/where possible.
• Exchange knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization.
• Ensure 100% adherence to all company policies and procedures (i.e. Health, Safety and Quality)
• Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific.
• Interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Maintain discretion and confidentiality in all areas pertaining to the IT systems.
• Understand and embrace the business and IT strategic direction.
• Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
• Comply and follow all procedures within the company security policy.
• May perform other duties and responsibilities as assigned. JOB QUALIFICATIONS KNOWLEDGE REQUIREMENTS
• Advanced knowledge /certifications in area of responsibility
• Advanced Computer Skills ( Windows based, Office Products, Desktop/Laptop configuration )
• Advanced Communication/Customer Service Skills ( written and verbal )
• Ability to read, understand and learn from written documentation ( process flows, Troubleshooting and WI documentation )
• Knowledge of ITIL Fundamentals preferred EDUCATION & EXPERIENCE REQUIREMENTS
• High School Graduate, some college preferred
• 3-5 years work-related experience required, preferably in IT Support environment
• Or an equivalent combination of education, training or experience.
• Bi-Lingual preferred WORKING CONDITIONS
• Monday - Sunday
• Shift Work with possible shift rotation
• Climate controlled office environment PHYSICAL REQUIREMENTS
• Sitting Walking Standing Bending/Squatting/Stooping Reaching Balancing Twisting Crawling Hands in water Kneeling Data Entry/Typing Unusual hearing or vision demands: None specified ^Other physical demands or notes: Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.