IT Field Support Specialist

IT Field Support Specialist

Req Id: 20247

Job Family: IT Operations Management

Location:Rio de Janeiro, BR,

Description:

Purpose

• Deliver on-site technical support to ensure uninterrupted IT operations and optimize system performance for end-users in diverse environments

Responsibilities

• Provide on-site technical support to end-users, including troubleshooting hardware, software, and network issues to ensure minimal disruption to business operations.
• Conduct regular maintenance and repairs as needed to optimize performance and reliability.
• Install, upgrade, and configure software applications, operating systems, and utilities on end-user devices, ensuring compatibility and adherence to organizational standards.
• Ensure connectivity to local area networks (LANs), wireless networks, and internet services. Troubleshoot network connectivity issues and assist with network infrastructure setup and maintenance.
• Provide technical assistance and guidance to end-users on IT systems, applications, and security best practices. Educate users on self-service tools and resources to empower them to resolve common issues independently.
• Maintain accurate records of support activities, including ticket logging, resolution steps, and hardware/software inventory. Document troubleshooting procedures and user guides for future reference.
• Deliver excellent customer service by responding to support requests promptly, addressing user concerns with empathy and professionalism, and ensuring customer satisfaction with resolution outcomes.
• Accountable for delivering high-quality on-site support services that meet or exceed end-user expectations, ensuring a positive user experience and fostering trust in IT support capabilities.

Education

• A high school diploma or equivalent is required. Additional technical education or certification in information technology, computer science, or a related field is preferred.
• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are preferred but not mandatory.
• Proficiency in English is essential for effective communication with team members, end-users, and stakeholders.
• An associate's degree in information technology, computer science, or a related field is advantageous.
• Additional certifications related to IT support, such as CompTIA Security+, ITIL Foundation, or Cisco Certified Entry Networking Technician (CCENT), can enhance the candidate's profile.

Experience

• Prior experience in a technical support role or customer service position is beneficial, but not required for entry-level positions.Demonstrated experience in diagnosing and resolving hardware, software, and network issues for end-users in a timely and efficient manner.
• Proven track record of providing excellent customer service and support, with the ability to communicate technical information clearly and effectively to non-technical users.
• Hands-on experience providing on-site technical support to end-users, including hardware setup, configuration, and troubleshooting.
• Experience in maintaining and repairing desktops, laptops, printers, and other hardware devices, ensuring optimal performance and reliability.
• Proficiency in installing, upgrading, and configuring software applications, operating systems, and utilities on end-user devices.
• Familiarity with troubleshooting network connectivity issues, including LANs, wireless networks, and internet services, to ensure uninterrupted access for end-users.
• Ability to maintain accurate records of support activities, including ticket logging, resolution steps, and hardware/software inventory, ensuring transparency and accountability.
• Experience in providing remote technical support to off-site users, utilizing remote access tools and techniques to troubleshoot and resolve issues efficiently.

Functional Competencies

Compliance

Governance, Risk and Control

Analytics and reporting

IT Tools and application

Business Partnering

Change Management

Management of change application

Risk Management

Systems and Technology

Planning