IT Support Analyst

Há 6 dias

Sao Paulo, Brasil Fragomen Tempo inteiro

Job Description

How will you make a difference as an IT Support Analyst?
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems.
- Diagnoses and repairs mechanical, hardware, software and system failures using established procedures.
- Monitor and update incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions
- Queue monitoring to identify possible issue trends based on submitted tickets
- Effectively diagnose and research escalated tickets to determine appropriate action
- Contribute to the development of the organization's goals and objectives and interact daily with supervisors and/or functional peer groups and customers.
- Communicate moderately complex or technical information, ideas and results effectively in both oral and written form; and compose correspondence and reports.
- Follow and create detailed operational procedures as needed and help improve the quality-of-service delivery and provide value added customer services.
- Experience providing Imaging of Laptops and Desktop PC’s
- Experience performing installations, moves, software and hardware adds and changes to end users’ IT equipment.
- Act as “Smart Hands” for engineering teams as needed
- Liaise with 3rd parties and vendors involved with local IT hardware/software and related supplies
- Assist with mobile phones and 3G cards set-up, review, maintenance, and troubleshooting
- Deliver coaching to peers when necessary
- Ability to multitask, work under pressure and handle interruptions while maintaining flexibility in work assignments
- Ability to support video, audio and web conferencing through PC and VC units

Let’s talk if you have the following experience:

- College degree in the field of computer science or related field
- Languages: English - fluent both verbal and written (mandatory)/Spanish (desirable)
- Professional certifications in technological or customer service fields are a plus.
- Experience using Windows OS, Mac, Office 365, Acrobat X, IE 11, Chrome and other browsers.
- Experience using VPN client and Citrix client

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