Technical Support Specialist

Há 21 horas

Belo Horizonte, Minas Gerais, Brasil beBeeSupport Tempo inteiro US$9.600

**Job Overview**

The Service Desk Analyst plays a pivotal role in delivering comprehensive end-to-end support to clients, ensuring all incidents are thoroughly analyzed, resolved, and reported within promised time frames.

 

Key Responsibilities:

  • Facilitate service desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
  • Troubleshoot complex issues to resolution or escalate to appropriate teams or vendors when necessary.
  • Provide expert technical support for Microsoft virtual technologies including AVD, Nerdio, and FSLogix.
  • Document all reported issues, troubleshooting steps, and resolutions in the incident management system.
  • Contribute to the growth of the knowledge base by providing feedback, additions, and updates where applicable.
  • Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
  • Perform operational tasks, including infrastructure, product development, and information security non-automated procedures.
  • Properly evaluate, troubleshoot, escalate, and document issues.
  • Deliver high-quality work in a timely and accurate manner while providing exceptional customer service.
  • Stay current on the latest technologies, trends, and strategies in use by the organization.

 

Requirements:**

  • Requires one year of customer service experience with a proven track record of success.
  • Mandatory previous experience with Microsoft Virtual technologies like AVD, Nerdio, and FSLogics is essential.
  • Strong knowledge of PC hardware, computer operating systems, and software is required.
  • Demonstrates ability to communicate effectively across all levels of the organization, clearly articulating technical ideas to a non-technical audience both verbally and in writing.
  • Knowledge of typical desktop computer software, including skills in Microsoft Office and email, is necessary.
  • Able to work both independently and within a team environment.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude, are essential.
  • In addition, strong organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are crucial.

 

Educational Requirements:**

  • Requires an associate degree in Computer Science, Information Technology, IT Engineering, or related technical field or equivalent work experience.
  • ITIL knowledge is highly preferred.

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