Senior Technical Support Specialist

Há 2 dias

Salvador, Bahia, Brasil beBeeTechnical Tempo inteiro US$9.600

End-to-End Technical Support Specialist

This is a remote role based in Brazil. We are seeking an individual with experience in customer service to provide technical support and resolve issues for end-users.

The ideal candidate will have excellent communication skills, be able to work independently and within a team, and stay up-to-date with the latest technologies and trends in use by the company.

We require one year of customer service experience and previous experience with Microsoft Virtual technologies such as AVD, Nerdio and FSLogix. Knowledge of PC hardware, computer operating systems and software is also necessary.

The selected candidate will need to demonstrate ability to communicate complex technical ideas to non-technical audiences and possess organizational and problem-solving skills.

The position requires an associate degree in Computer Science, Information Technology, IT Engineering or related technical field or equivalent work experience. ITIL knowledge is strongly preferred.

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 issues to resolution or escalates 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.
  • Provide feedback, additions and updates to the knowledge base where applicable.
  • Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
  • Perform operational tasks, including but not limited to infrastructure, product development, and information security non-automated procedures.
  • Properly evaluate, troubleshoot, escalate, and document issues.
  • Complete 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 company.
Qualifications:
  • One year of customer service experience.
  • Previous experience with Microsoft Virtual technologies such as AVD, Nerdio and FSLogix.
  • Knowledge of PC hardware, computer operating systems and software.
  • Demonstrates 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 skills in 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.
Benefits:
  • Permanent role with a 3-month trial period.
Education Requirements:
  • Associate degree in Computer Science, Information Technology, IT Engineering or related technical field or equivalent work experience.

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