IT Operations Automation Expert

Há 5 dias

São Paulo, São Paulo, Brasil beBeeAutomation Tempo inteiro US$90.000 - US$120.000
Technical Support Specialist
The role of the Technical Support Specialist is crucial in providing world-class support and service to employees. This position involves transforming and influencing the team responsible for delivering top-notch technical assistance, focusing on automation of workflows and processes into a self-service platform for common IT end-user requests.

Key Responsibilities:
  • Work with global IT staff members to analyze and resolve problems associated with technical issues.
  • Provide operations support including account management, workflow, log analysis, troubleshooting, and service optimization.
  • Act as an escalation point within the team for complicated technical issues.
  • Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines.
  • Perform systems analyst activities and make recommendations in areas that require a high level of technical competency.
  • Participate actively as a Global IT member and participate on global projects when needed.
  • Provide technical direction and supervision to junior staff members in the development and implementation of systems or in problem-solving.
  • Provide leadership for the team, VIP support, lead automation efforts, serve as liaison between EUS Ops and EUS Engineering teams.
  • Assist in developing user documentation and departmental policies and procedures that impact the use of systems and services.
  • Provide after-hours on-call support in addition to being on a rotation schedule with other staff members.
  • Perform analysis, installation, maintenance, and upgrade of Windows and Mac-based OS and client-side applications.
  • Support local offices via helpdesk ticketing system and understand when to escalate priority issues.
  • Document all actions performed to resolve the service request in the IT Service Management System.
  • Respond to incoming IT service requests via phone, email, self-service, or walk-up requests.

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