Service Delivery Professional

1 semana atrás

Manaus, Amazonas, Brasil beBeeTechnical Tempo inteiro R$25.000 - R$30.000
Job Title

Support Specialist

About This Role

This role involves providing support to users with technical issues, including hardware and software problems. The Support Specialist will be responsible for troubleshooting and resolving end-user issues in a timely manner.

Key Responsibilities
  • Loading and verifying software packages
  • Supporting resources on projects as assigned
  • Troubleshooting and resolving end-user issues
  • Installing and configuring PCs and peripherals
  • Following corporate, regional, and local ISS and site policies
  • Resolving site-level incident management
  • Polluting knowledge databases and configuration management databases where appropriate
  • Information Technology Infrastructure Library knowledge
  • Managing queues and adhering to service level agreements/key performance indicators
  • Installing and configuring PCs (Ghost)
  • Troubleshooting basic issues with scanners (MES/SAP RF)
  • Administering the PBX (re-enabling and creating phones)
  • Providing support via phone for offsite users
  • Purchasing software and hardware via the P.O. process
  • Administering user accounts via Bind View (use of AD)
  • Maintaining audio-visual equipment
  • Providing basic support for IT baseline apps
  • Following procedures around ISS security policy
  • Monitoring the Service Desk system queue and resolving tickets in a timely manner
  • End-user technical assistance
  • Installing, identifying, and repairing hardware and peripheral components
  • Loading and verifying correct operation of software packages
  • Troubleshooting and resolving end-user problems and ensuring correct operation of personal computers
  • Simulating or recreating user problems to resolve operating difficulties
  • Maintaining inventory of computer parts and log of all repairs/service performed
  • Providing training and technical assistance to users
  • Safety and health rules and regulations associated with this position and as directed by supervisor
  • Participating in the exchange of ideas and information within the department
  • Asking questions, encouraging input from team members
  • Providing regular updates to appropriate managers
  • Identifying creative ways to reduce cost by streamlining processes and systems
  • Driving continuous improvement through trend reporting analysis and metrics management
  • Ensuring that procedures and work instructions are efficient and not redundant
  • Offering new ideas and suggestions for improvement
  • Identifying and implementing new practices and processes
  • Demonstrating a commitment to customer service, anticipating, meeting, and exceeding expectations by solving problems quickly and effectively, making customer issues a priority
  • Conferencing with reporting manager on complex or unusual situations
  • Establishing new measurement systems if/where possible
  • Exchanging knowledge and information with other Jabil facilities to ensure best practices are shared throughout the Jabil organization
  • Maintaining discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to Jabil or customer specific
  • Interpreting a variety of instructions furnished in written, oral, diagram, or schedule form
  • Maintaining discretion and confidentiality in all areas pertaining to the IT systems
  • Understanding and embracing the business and IT strategic direction
  • Adhering to all safety and health rules and regulations associated with this position and as directed by supervisor
  • Complying and following all procedures within the company security policy

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