Senior IT Solution Advisor

**Who You'll Work With**:
You will be based in our Sao Paulo office as part of our Office Technology Experience (OTE) team. In this group, you will leverage our on-site presence and cultural understanding to deliver great, consistent technology experiences and connect Technology & Digital (T&D) with the office community. You will provide the last mile of adoption and services that require a deeper level of personalized engagement.

As part of the OTE, you will work to have a deeper level of relationship with people, creating insights through face-to-face interactions. You will also deliver and manage in-office technology experiences - meeting rooms, IT bar, modernized spaces, connectivity, innovative use of technology etc. You will share feedback to T&D teams (tribes, service teams) and facilitate testing technology concepts at the coal face. You will provide advice, coaching and problem-solving on how to use technology through learning and sharing colleague’s experience.

You will be responsible for providing these services to our Brazil offices, serving office leadership including partners and senior partners, department managers and other colleagues. In addition, you will leverage your connections with the wider global T&D organization to deliver the services to the Brazil offices.

**What You'll Do**:
You will ensure the success of the end-to-end customer journey of all office users in IT related queries and issues.

In this role, you will build greater technology satisfaction within the office leadership and colleagues through clarity of communications, collaboration and problem-solving abilities. You will establish yourself as a trusted partner with all office end users, other support teams and vendors during support cases. You will also engage in professional communication bridging the office and central IT support teams, identifying what are the needs of the users and any office issue trends. You will also collaborate with other office IT, central IT teams and vendors to develop and deliver the best possible IT outcomes for the office.

You will promote purposeful engagements with the office community by building opportunities for local users to become aware of new firm approved IT products as well as assisting with the adoption and deployment within the office. You will understand the needs of users within the office and anticipating how new tools could assist with the day-to-day work, increasing their holistic impact. You will capture feedback on CRM tool and report back to the team lead/manager any feedback or patterns that might be immerging from engagements executed. You will ensure the proper use of firm resources by assessing costs and uses of assets according to firm policies when dealing with support cases and user requests for hardware and software. You will inform leadership of the need and make sure ordered equipment or hardware is correctly budgeted.

You will support the development of team members. You will actively share knowledge with other team members and take a mentor role with office IT solution advisors. You will help identify opportunities to improve collaboration and come up with innovative solutions and standardized approaches to assist with quality customer service.

You will also engage in special IT projects. You will participate in 1-2 projects at a time to improve the daily functioning of IT within offices, upgrading current infrastructure and assisting in office moves when necessary.

**Qualifications**:

- 4 years of relevant technical experience ideally in a professional services environment
- Strong problem-solving skills
- Strong service orientation; ability to build a customer and ownership focused support culture
- Outstanding organizational skills
- Excellent interpersonal and collaboration skills
- Ability to handle stressful situations; tolerance for ambiguity
- Very strong verbal and written communication skills; ability to explain complex situations in layman’s terms
- Highly developed verbal and written communications in English and Portuguese; fluency in Spanish is a plus