Desktop Support Technician

3 semanas atrás

Rio de Janeiro, Brasil IKONMYTRI SERVICES PRIVATE LIMITED Tempo inteiro

Job Description: Desktop Support Engineer L2

Location: São Paulo

Experience: 4-5 years

Language: English

Role Overview:

We are seeking a skilled and motivated Desktop Support Engineer L1 L2 to join our team in São Paulo. The ideal candidate will possess strong technical expertise, a problem-solving mindset, and a customer-first approach. You will be responsible for delivering high-level support for desktop systems, applications, and network-related issues.

Key Responsibilities:

Desktop & Application Support:

Troubleshoot and resolve Level 2 issues related to hardware, software, and operating systems (Windows/Linux/Mac).

Provide support for business-critical applications, ensuring minimal downtime.

Manage software installations, updates, and patches.

Network Support:

Troubleshoot network connectivity issues, including LAN, WAN, VPN, and Wi-Fi.

Assist in managing switches, routers, and firewalls when required.

Hardware Maintenance:

Diagnose and resolve hardware-related issues with desktops, laptops, and peripherals.

Coordinate hardware replacements or repairs with vendors.

User Support & Training:

Guide end-users on system functionalities and best practices.

Create and maintain technical documentation and user manuals.

System Security & Compliance:

Ensure compliance with company policies related to IT and cybersecurity.

Monitor and resolve antivirus, malware, and other security alerts.

Incident Management:

Log, prioritize, and resolve tickets within the defined SLA.

Escalate unresolved issues to Level 3 teams or external vendors.

Key Skills & Qualifications:

Technical Expertise:

Proficiency in managing Windows, macOS, and Linux systems.

Strong knowledge of Active Directory, Group Policies, and DNS/DHCP.

Hands-on experience with Office 365, Microsoft Teams, and similar applications.

Familiarity with virtualization tools like VMware or Hyper-V.

Network Skills:

Strong understanding of TCP/IP, DHCP, and DNS.

Experience with VPN and network troubleshooting tools.

Certifications (Preferred):

CompTIA A+, Network+

Microsoft Certified Solutions Associate (MCSA) or equivalent

ITIL Foundation Certification

Soft Skills:

Excellent communication and interpersonal skills.

Ability to work independently and as part of a team.

Strong analytical and problem-solving skills.

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