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Desktop Support Technician

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Sao Paulo, Brasil New Era Technologies Tempo inteiro

Be more than just an employee. Join New Era's growing team and experience a corporate culture that promotes personal and professional development. We are looking for team members to contribute to and deliver our mission to "securely connect people, places, and information in a rapidly changing digital world." 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 is a global IT integrator with 2,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 9,000 customers._**_ _**
- We are currently hiring a Desktop Support Technician (L2) who has prior experience in Desktop Support, including troubleshooting support for MAC. Below is the complete job description:_

**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 customers 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 activities 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 ( Airwatch / XenMobile / Mobile iron etc),
- Basic understanding on Data backups,
- Basic understanding and troubleshooting for VDI, SCCM / LanDesk / 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)