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Technical Support Specialist
2 meses atrás
We are seeking a highly skilled Technical Support Specialist to join our team at Graded - The American School of São Paulo. As a Technical Support Specialist, you will be responsible for providing technical support to faculty, staff, students, and parents on the IT services supported by the ICT department.
Key Responsibilities:- Provide technical support for systems, software, access, desktops, laptops, printers, projectors, mobile devices, IP phones, access points, and IoT devices.
- Be the primary point of contact for Tier 1 support calls, helping clients on the phone and using remote access tools.
- Show excellent problem-solving skills to develop and deploy technical and creative solutions to user issues.
- Respond to help requests via email, help desk interface, or over the phone, registering information related to the incident and determining the root cause of the problem.
- Escalate tickets to IT specialists, passing on notes related to the problem, solutions that have been unsuccessful, and their understanding of the user's problem.
- Maintain clear and concise records of user issues, using these notes to diagnose and repair complex problems and provide the IT department with data highlighting problems reported by multiple users.
- Effectively manage time and set priorities, seeing problems through to resolution.
- Document processes, procedures, and help articles for both users and support staff.
- Maintain accurate inventory of all IT equipment.
- Bachelor's Degree in Information Technology, Computer Science, or equivalent.
- Intermediate English fluency.
- Experience working with critical support routines, managing help desk tickets, and troubleshooting issues related to Windows and Mac platforms.
- Skills to troubleshoot network problems and experience supporting demanding clients.
- Local de trabalho: São Paulo, SP.
- Regime de contratação de tipo: Efetivo – CLT.
- Jornada: Período Integral.
- Área e especialização profissional: Informática, TI, Telecomunicações - Suporte Técnico.
- Nível hierárquico: Assistente.
This is a challenging and rewarding role that requires a strong technical background, excellent communication skills, and the ability to work in a fast-paced environment. If you are a motivated and detail-oriented individual who is passionate about providing exceptional customer service, we encourage you to apply for this exciting opportunity.
