Analista Suporte Técnico Ii

**Senior Analyst - Onsite Technical Support**

**What can you expect?**
- We are seeking a talented and motivated Senior Analyst - Onsite Technical Support to join our team. Joining our team will provide you with the opportunity to work for a best-in-industry company while utilizing and enhancing your customer service and technical skills.

**What is in it for you?**
- A foot in the door at Fortune 500 company; this role will expose you to many areas of the company, senior leaders, and various aspects of the company that will allow you to expand your network, gain valuable knowledge and, and enhance your skills
- Culture of internal mobility, diversity, inclusion, and collaboration in a relaxed environment with a casual dress code
- Competitive rewards supporting your financial wellbeing, including compensation, retirement savings, stock purchase plan, and more.
- Offerings geared at your overall wellness, including comprehensive medical, dental, vision, and fitness benefits, as well as life insurance and child and elder care programs.
- Generous paid time off and a flexible work schedule that accommodates your home life and commitments outside of work.
- A company-wide emphasis on Corporate Social Responsibility; all colleagues receive 8 hours of paid time off for volunteering, with the option to join our organized group activities
- Opportunities to get involved, career development events, volunteering, and more

**We will count on you to**:

- Performs installations, trains, maintenance, troubleshoots and repairs of all OpCo desktop hardware/software technologies
- Provide onsite support for walk-in colleagues at TechStop
- Provide onsite/remote desktop support & take Service Desk calls and chats support
- Performs activations and supports Mobile devices
- Perform PC builds/reimages for new hires, refreshes, break-fix etc
- Assists with setup, and operation of audio visual hardware as; required by end user
- Determines appropriate hardware/software based on corporate policy and end user requirements
- Uses corporate Incident Management System to record and track all support work
- Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues
- Escalates incident, and questions to appropriate support groups
- Supports events, such as infrastructure changes, software releases and BRM etc
- Provides timely updates to Management about service issues, when appropriate
- Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves
- Assists administration and maintenance of non-desktop Technology Infrastructure component’s at the request of other Service Towers
- Assist with, installations, maintenance, troubleshooting and repairs of Office Telephony Systems
- Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets
- May assist with the procurement of hardware and software.
- Performs time tracking tasks, as required
- Supports team’s abilities and functions through positive customer relations.
- Contributes to, improvement/enhancement of processes and procedures
- Gains additional knowledge, and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members
- Performs related duties as assigned by management

**What you need to have**:

- Two years’ work-related experience preferred
- Superior customer service skills
- Ability to quickly and effectively diagnose and resolve technology issues
- Work in a very busy and fast-paced environment
- Stay calm and levelheaded when under pressure
- Self-motivated
- Strong work ethic
- Strong individual / team working ethics
- Express ideas clearly in both written and oral communications
- Work independently to plan, organize, and prioritize one’s own activities
- Flexibility and availability to travel to various offices & work after hours if needed

**What makes you stand out?**
- Possess positive attitude
- Bachelor’s degree required
- English Fluency - advanced level required
- Spanish Fluency - desired but not required
- ITIL - Information Technology Infrastructure Library certification highly preferred.
- Service Now ticketing system