Desktop Support Technician

_New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide._
- We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values._
- Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field._
- We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed._

**Responsibilities**:

- **End User Support Experience**:

- Three to four (3-4) years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting / violating the hardware warranty or customer security compliance requirements.Good Customer management skill,

Good in oral and written communication
Able to interact and work with customer at different levels.
Self
- Driven and result oriented.
Really passionate about the work
Ability to work with deadlines and complete tasks on time.

**Hardware Troubleshooting and Repair**
- Hands on experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories.
- Basic knowledge of enterprise LAN, WAN, Server setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
- Ability to lift / move computer equipment weighing up to 50Lbs.
- Conference room A/V equipment assistance& troubleshooting
- Basic VOIP phone configuration & troubleshooting
- Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels all under ‘Smart Hands’ capability

**Operating System & Software**
- Skilled in desk side support for Installing & troubleshooting Operating Systems (Win 7/ Win 10 / MAC / Linux)
- Experience with Anti-spyware and Anti-virus software.
- Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
- Basic understanding, mail configuration and troubleshooting of Mobile Device Management system (Air watch / Xen mobile / Mobile iron etc),
- Basic understanding on Data backups,
- Basic understanding and troubleshooting for VDI, SCCM / Lan Desk / Altris,
- Basic configuration & troubleshooting of Apple machines /mobile devices
- Contribution towards creating KB article.
- Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines

**Tools & Process**
- Knowledge and experience on Service requests and incident management process,
- Preferably with an associate degree in Electronics and CompTIA A+ Certification.
- Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),

Pay: R$6,000.00 per month

Ability to commute/relocate:

- São Paulo - SP: Reliably commute or planning to relocate before starting work (required)

Application Question(s):
**Experience**:

- Desktop Administration (required)
- Mac Administration (required)
- ServiceNow Ticketing System (required)
- Active Directory (required)
- ITIL (required)

Work Location: In person