Desktop Support Specialist
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Hi,
Greetings from EIT Professionals.
Role: L1 Support Engineer
Location: Extrema, Brazil (Onsite)
Duration: Contract
Job Summary:
The Desk Side Support Technician provides advanced technical support to end-users for desktops, laptops, mobile devices, printers, and other office technology. This role involves both remote and hands-on assistance, handling escalations from other support teams, and working closely with IT teams to ensure timely resolution of complex technical issues.
Key Responsibilities:
- Respond to and resolve support requests escalated by the Service Desk and other appropriate teams.
- Diagnose and troubleshoot hardware and software issues across Windows and Mac environments.
- Install, configure, and maintain desktop and laptop systems, including imaging, patching, and upgrades.
- Provide support for Microsoft 365 applications, email, VPN, and other enterprise tools.
- Support mobile devices (iOS/Android), printers, scanners, and peripherals.
- Assist with user account management in Active Directory / Entra and other enterprise systems.
- Document troubleshooting steps and resolutions in the ticketing system (e.g., ServiceNow, JIRA).
- Participate in hardware asset inventory, deployment, and refresh projects.
- Collaborate with Level 3 support or infrastructure teams for unresolved or critical issues.
- Follow IT security policies and ensure endpoint compliance.
- Maintain a high level of customer service and professionalism in all user interactions.
- Provide assistance in racking and stacking of network devices and configuring the same on a need basis.
Hands-on experience with:
- Network troubleshooting tools (ping, traceroute, Wireshark)
- Routers, switches, firewalls
- LAN/WAN, TCP/IP, DNS, DHCP, VPNs
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