Fso Suporte

**Código**:
8538

**Título da vaga**:
FSO Suporte

**Local**:
São Paulo, SP

**Nível Profissional**:
Pleno

**Nível Acadêmico**:
Ensino Superior Completo

**Áreas de Atuação Profissional**:
TI - Projetos

**Descrição**:
ROLE AND RESPONSIBILITIES
- Hands-on deskside support technician with 5+ years experience supporting Windows-based Laptop and Desktop PCs, peripherals and printers, and both standard and custom software.
- Excellent customer service and communication skills are a must
- Chief responsibilities include: performing varying degrees of problem analysis, resolution of all technical issues related to end-user computing hardware and software including but not limited to Laptops, Desktops, Tablets, and VOIP conference equipment, and all related software.
- Responsible to perform the below activities while adhering to Service Level Agreements (SLA) & Service Level Requirement (SLR) and able to independently prioritize based on urgency & Executive status. Primary Responsibilities:

- Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software when required and direct the team.
- Become familiar with local and regional infrastructure, key contacts, and escalations in regards to other teams in the business
- Perform break-fix support for a wide range of hardware and software (site specific software competency will be trained while on the job)
- Demonstrate outstanding understanding and communication when working with clients
- Work with vendors to add/change/remove account contracts
- Must be ready to cover extended business hours support (7am-7pm) with occasional on-call remote support
- Ability to Travel on rare occasion (less than 20%) as per business need.

**Habilidades**:
Qualifications:

- Highly Knowledgeable (L1+ Level, 5+ years relevant experience) in Desk side support function in large fast paced and demanding enterprise environments.
- Must be highly motivated and able to work independently, and adhere to scheduled shifts responsibly.
- Very strong customer service mindset with focus on achieving high customer satisfaction
- Very strong English written and verbal communication skills including proper grammar and professional language suited to customer communicaton.
- Should be able to analyze and prioritize workload in queue to ensure response and resolution times are within SLA s and meet customer expectations.
- Prior experience working in financial services industry would be a plus
- Innovative team player with strong analytical problem solving and interpersonal skills.
- SCCM/SME ADDITIONAL PREFERRED SKILLS AND COMMON TASKS ON THE JOB
- Customer service skills
- Comfortable working with people in a professional setting
- Able to work with multiple vendors and build work relationships with them
- Able to provide a calming demeanor when frustrated with the customer to reach a positive conclusion.
- Good presentation & communication skills along with ability to handle critical situations.
- Expert on MS Office products including Skype for Business.
- SCCM/SME, Powershell.
- Experience-based Windows 7 support
- BitLocker encryption
- Configuration/imaging
- Crash/BSOD resolution
- Installation environment
- General Windows OS troubleshooting
- Hardware support and troubleshooting
- Troubleshooting hardware issues
- Replacing desktop/laptop hardware
- Installation of peripheral devices
- Microsoft Office proficiency o Proficiency in Word, Excel, Lync, Outlook, Access, PowerPoint (usage and support)
- Visio, Project (support)
- Able to create documentation and contribute to KB articles
- O365 support
- Basic network troubleshooting
- Experience working with basic network hardware (switches)
- Troubleshooting connectivity issues
- Thorough understanding of wireless/wired networks
- Experience-based iPhone/iPad support
- Providing tips and suggestions to better utilize mobile dev