Onsite Support

2 semanas atrás

São Paulo, São Paulo, Brasil Compugra Systems Inc Tempo inteiro

Job responsibilities

  • Identify and resolve hardware, software, and network issues. This often involves using diagnostic tools and software.
  • Handle more complex issues that Level 1 support cannot resolve and escalate to Level 3 if necessary.
  • Use remote access tools to troubleshoot and fix issues without needing to be physically present.
  • Provide support to users experiencing technical difficulties, ensuring minimal disruption to their work.
  • Offer guidance on best practices and train users on new systems or software.
  • Install and configure new hardware, including computers, servers, and networking equipment.
  • Install and configure software applications and ensure they are properly integrated with existing systems.
  • Set up and configure network devices such as routers, switches, and firewalls.
  • Create and manage user accounts, ensuring proper access controls and permissions.
  • Assist users with password resets and account recovery.
  • Ensure users have the appropriate access to systems and data based on their roles.
  • Maintain detailed records of all support requests, resolutions, and system changes.
  • Contribute to and maintain a knowledge base of common issues and solutions.
  • Keep track of IT assets, including hardware and software licenses.
  • Implement and enforce security processes and procedures to protect systems and data.
  • Educate users on security best practices to prevent security breaches.
  • Conduct training sessions for users on new technologies, software, and systems.
  • Create and update training materials and user guides.
  • Provide ongoing support and training to ensure users are comfortable with new systems.

Experience

  • Minimum 3+ years' experience of a 1st or 2nd line engineer role or similar providing day-to-day in-person support to users
  • Experience working with other IT engineers, escalating incidents where appropriate, and coordinating to resolve incidents quickly and efficiently
  • Experience working within ITSM tools such as Halo, ServiceNow, Manage-Engine, etc
  • Experience supporting users within O365 stack as well as Apple users
  • Demonstrated ability to diagnose and resolve technical issues
  • Experience in providing technical support and excellent customer service.

Skills

  • Problem-Solving: Strong troubleshooting and analytical skills.
  • Communication: Excellent verbal and written communication abilities
  • Technical Proficiency: In-depth knowledge of hardware, software, and networking

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