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IT Desktop Support Engineer
São Paulo, Brazil
Job Purpose
The EUC onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for Field Force staff, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Operation Roles and Responsibilities
❖ Technologies : Office 365 products – Windows 10 & 11, IOS for iPad and iPhone support.
❖ IT Tools – SCCM OS deployment, Intune Autopilot OS deployment, Microsoft MFA, Service NOW Ticketing tool (Incident, Service Requests, Asset management)
❖ Languages – English Fluent – Spanish Desired.
❖ Previous Experience - At least 5 years with first and second level support.
❖ Hard Skills
Good Understanding of ITIL concept & Trouble Ticket Tools
Computer OS/Peripherals troubleshooting. Asset/Inventory Management
Handling different PC operating systems (Windows 10, 11)
Performing Hardware/Software installation (understanding of deployment tools like SCCM)
End-user support – Break fix & Service Requests
Image Deployment using SCCM & Auto Pilot
Laptop AV/endpoint security Management for Mcafee, Cortex XDR.
User Data Management (OneDrive, Office 365)
Vendor coordination for hardware/spare replacement
Incident Management, service Request management, asset Management
Support Queue Management to avoid and SLA misses
Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad.
Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
Monitoring Tickets from opening to closing and providing feedback to the user.
Basics of project management
❖ Soft Skills
Analytical Thinking – The ability to assess problems critically and break them down into manageable components.
Problem-Solving Orientation – A focus on finding effective and creative solutions to technical issues.
Prioritization Skills – The ability to identify and focus on the most urgent and impactful tasks.
Time Management – Efficiently managing time to balance multiple tasks and meet deadlines.
Punctuality – Being on time and dependable, ensuring that commitments are met consistently.
Communication Skills – The ability to explain complex technical issues in a clear, concise, and user-friendly manner.
Empathy – Understanding the user's frustration and responding with patience and care.
Adaptability – Quickly adjusting to new technologies, tools, or changing environments.
Attention to Detail – Ensuring that even small aspects of the problem or solution are addressed.
Patience – Staying calm and composed when dealing with frustrated or non-technical users.
Collaboration – Working well with colleagues and other teams to resolve more complex issues.
Customer Service Orientation – Always keeping the user's needs and satisfaction as a priority.
Critical Thinking – Being able to evaluate situations logically and make decisions based on available evidence.
Active Listening – Fully understanding the user's problem before suggesting a solution.
