IT Technical Support Professional

Há 13 horas

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro R$55.000 - R$65.000
Job Summary

We are seeking a highly skilled IT Technical Support Professional to join our team. The successful candidate will provide technical support to customers under various support contracts, ensuring their satisfaction with our products and services.

Key Responsibilities:
  • Provide expert technical assistance to customers via phone, email, or in-person;
  • Build and maintain strong relationships with assigned accounts, ensuring their continued satisfaction with our support and products;
  • Be accountable for the renewal of support contracts and growth of new customers in collaboration with the sales team;
  • Analyze and resolve complex technical issues, applying system analysis techniques to diagnose product and system problems;
  • Determine optimal configurations for our products, recommending improvements as needed;
  • Manage and escalate customer technical support issues, driving satisfactory resolution;
  • Communicate progress regularly to stakeholders within customer/partner organizations;
  • Recommend improved software settings/tasks/policies or hardware upgrades based on customer business requirements;
  • Comply with all technical support workflows and processes as prescribed by HQ;
  • Contribute to the enrichment of our Knowledge Base;
  • Deliver Kaspersky Professional Services, including implementation, training, configuration, migration, health checks, and project management;
  • Provide consultative knowledge transfer and documentation to clients;
  • Submit monthly reports to MSA Clients and management.
Requirements:
  • Fluency in English;
  • Spanish is a plus;
  • Ability to engage senior technical/management stakeholders;
  • Advanced Technical Skills: Troubleshooting (Wireshark, system logs/dumps).
  • Intermediate Technical Skills: MS SQL & Exchange; Web/messaging systems.
  • Optional: Kaspersky product certifications; CompTIA CASP+.
  • Qualifications: BS in IT, Computer Science, or equivalent; 7+ years of experience in IT (4+ in IT security); Certifications: MCP (Windows Server 2019+/Windows 10+); CCNA (beneficial); VMware EXSi/Linux.
  • Other Requirements: Proactive ownership of issue resolution/RCA; Strong analytical troubleshooting; Clear articulation of issues/next steps; Critical thinking and decision-making; Excellent time management and prioritization.

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