Systems Technician, End User Services

Job Description Summary:
- Job Description:
- Location: Sao Paulo, Brazil
Overview
Founded in 1998, PTC Therapeutics is a global commercial, diversified biopharmaceutical company. Our team is deeply committed to a unifying purpose: Extending life's moments for rare disease patients and their loved ones.
PTC is a science-led, patient-centered biopharmaceutical company focused on discovering, developing and commercializing medicine for patients with orphan diseases.
PTC Therapeutics is proud to have been certified as a Great Place to Work in Brazil (2021) and recognized in 6th place among best multinational companies of 100 employees.
Visit our website to learn more about our company and culture
Site:
- JOB DESCRIPTION:
- The incumbent works cross-functionally with internal departments and external resources on IT related issues.
The Systems Technician, End User Services supports adherence to relevant regulatory requirements and company Standard Operating Procedures (SOPs) as appropriate.
- ESSENTIAL FUNCTIONS:
- Responds to queries over the phone, remotely or when necessary, in person.
- Troubleshoots and perform PC and peripheral repairs for PTC's internal and remote clients.
- Works in conjunction with Facilities and Desktop Team to perform moves.
- Performs Incident ticket processes; Responds to assigned tickets (routine and urgent) within the timeframe specified by the current service level agreement and works issues through to resolution; Maintains appropriate documentation within the Incident system as determined through periodic ticket quality reviews.
- Performs advanced printer troubleshooting.
- Performs advanced network connectivity troubleshooting.
- Performs software installation processes and software troubleshooting.
- Performs effective issue escalation to level 3 groups when necessary.
- Assists in the setup and support of teleconference and A/V needs for PTC clients.
- Assists in developing and creating standard operating processes to continuously improve IT
- Follows standard operating processes and best practices for all service situations.
- Keeps clients informed of outages and statuses; provide and recommend alternative connectivity methods during outages.
- Responsible for project participation including system upgrades, service improvement initiatives and service requests.
- Responsible for learning and utilizing new services and products or changes to existing services and products.
- REQUIREMENTS:
- Be based in Sao Paulo
- Experience in a related position using skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolving a wide range of issues in imaginative as well as practical ways
- Must be fluent in Portuguese and English, verbal and written, and must have, at least, intermediate Spanish level (oral and written)- Comfortable working within a team, but able to work independently- Excellent interpersonal and phone skills, customer service oriented, analytical and organized- Experience with documenting Issues in the ticketing system and other systems-
- Experience with MAC OS and with Windows 10c, Mobile Device Management (iphones and androids), Ivanti, ServiceNow, Active Directory, LAN and WAN technology, MS Office , 2013, 2010)- A+ Certification Preferred
- Network+ Certification Preferred- CCIE Preferred-
- Onsite position - Some travel may be required- EEO Statement:

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