Helpdesk Level Ii

1 semana atrás

Sao Paulo, Brasil HH Global Tempo inteiro

**HELPDESK LEVEL II TECHNICIAN**

The role will be the first point of escalation for all tier-2 technical support needs for internal users. The position will provide customer service and troubleshoot a variety of technical issues, including hardware, software, utilities, and telecommunications. This role will work with the latest technology and new equipment, offering hands-on support with Microsoft Teams, Intune, and Microsoft Autopilot.

**RESPONSIBILITIES**
- Providing technical support and consulting services on all IT related matters
- Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests into Zendesk Ticketing system
- Working with users to appropriately diagnose the nature of their problems and resolving software, hardware and mobile device issues
- Working with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Responsible for imaging, configuration and deployment of new workstations
- Redeployment (imaging and configuring) of workstations to new users as necessary
- Checking the queue for tickets that have come in after other shifts have ended and working tickets that can be worked
- Escalation Point for Tier 2 or management as necessary
- Correctly prioritizing tickets as needed (Low, Normal, High, Urgent, Critical)

**REQUIREMENTS**
- 3+ years of experience in IT or an equivalent combination of work experience and education
- Bachelor’s degree in a related field preferred
- Strong analytical, quantitative, and problem-solving abilities
- Ability to identify and solve problems with limited supervision
- Thorough attention to detail
- Experience excelling within fast paced, high energy environments
- Entrepreneurial minded with an internal drive to continuously hit goals and succeed
- Fluent in Spanish preferred

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