Senior IT Support Specialist
Há 1 mês
About the IT team
The IT team is looking for a new Senior IT Support Specialist who will be in charge of maintaining the best user experience possible for our Swilers of Brazil (Sao Paulo and remote). Among this local perimeter, the Senior IT Support Specialist will contribute with all the team, based in France, on improving our overall IT. He/She will have to deliver on projects, improve our processes, and sometimes assist the team on various topics.
Aside from operational activities, He/She will have to manage the budget for Brazil and collaborate with managers to provide the appropriate level of IT services and support.
Your mission
- Handle Level 1 and 2 support for all Brazilian tickets
- Manage tickets (assignment, categorization, follow-up)
- Maintain and update the hardware inventory (laptops, accessories, spares)
- Create and update support procedure documentation
- Regularly perform root cause analysis for frequent incidents and identify patches to avoid new attempts, reduce occurrences, or find workarounds to fix issues more rapidly.
- Prepare and facilitate all IT onboardings and offboardings (hardware, software, and access)
- Ensure training for users to better utilize collaboration, communication, and productivity tools
- Maintain all IT equipment in good and operational condition at the office (meeting rooms, network, printers)
- Deliver on the IT roadmap and various IT projects
- Contribute to continuous improvement by suggesting process updates, automations, and reducing IT obsolescence.
- Senior: at least 3 years of experience in a similar position.
- Autonomous and problem-solver: you are not afraid of being the only IT contact in Brazil and are confident in finding solutions.
- Team player: you’ll be the first contact for all Swilers in Brazil and will collaborate with many people, including the IT team with whom you can share and work remotely.
- Precise and well-organized: you ensure accurate asset management and have a proper sense of priorities.
- Technical and passionate: you aim to understand the root cause of situations you encounter. You are motivated to discover and learn new technologies and are not afraid to experiment and test.
- Professional English mandatory
- On-site position in Sao Paulo
- Offices in Brazil and France
- Laptop PC & Mac (1000 laptops + 250 smartphones)
- SaaS: Google Workspace, Slack, Notion...
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