Senior Technical Support Specialist

2 semanas atrás

Curitiba, Paraná, Brasil beBeeTechnical Tempo inteiro R$80.000 - R$96.000
Job Overview

We are seeking a highly skilled technical professional to join our team in delivering end-to-end support services in accordance with IT service level agreements.

The ideal candidate will partner with end-users and technology groups to ensure all incidents are analyzed, resolved, and reported back within the promised time frames.

Main Responsibilities
  • Provide primary point of contact for clients via multiple communication channels and manage client expectations as the first line of support.
  • Analyze and troubleshoot issues to resolution or escalate to appropriate teams or vendors when necessary.
  • Support Microsoft virtual technologies including AVD, Nerdio, and FSLogix.
  • Document all reported issues, troubleshooting steps, and resolutions in the incident management system.
  • Contribute to knowledge base where applicable by providing feedback, additions, and updates.
  • 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 work in a timely and accurate manner while maintaining exceptional customer service standards.
  • Stay current on the latest technologies, trends, and strategies in use by the company.
Requirements
  • At least one year of experience in a customer-facing role.
  • Mandatory experience with Microsoft Virtual technologies like AVD, Nerdio, and FSLogix.
  • Knowledge of PC hardware, computer operating systems, and software.
  • Ability to communicate 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 Microsoft Office and email.
  • Ability to work both independently and within a team.
  • Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude.
  • Organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements.
Educational Requirements
  • Associate degree in Computer Science, Information Technology, IT Engineering, or related technical field or equivalent work experience.
  • ITIL knowledge is highly desirable.

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