Subject Matter Expert-Technical Support

Role: Technical Support Subject Matter Expert-Trilingual in Portuguese+Spanish+English

Location: Sao Paulo, Brazil

Primary Work Environment

This position will be a resource for level 1 and level 2 support analysts to resolve problems requiring a greater level of technical expertise and/or time. Level 3 support analysts can expect to spend most of their time researching and resolving technical problems/issues and may be required to work as primary Level 1/2 staff if shorthanded. Technical information training and dissemination to global service desk staff is key for this role. Responsibility for creating, updating, and reviewing Solutions Center owned knowledge base documents is a normal daily activity. There may be large/small project involvement when Solutions Center resources are needed, or information needs to be disseminated to Solutions Center staff globally. This position will require frequent interaction between Solutions Center staff, other IT groups, and management. Travel to other sites to address end user issues may be required.

Responsibilities

1. Internal service desk escalator for issues requiring more extensive troubleshooting, investigation, or time for resolution.
2. Advanced end user technical resolution on items such as PC hardware and software issues; software installations and upgrades.
3. Provide advanced support duties for applications, network, server, and security functions where interaction is required with the appropriate IT functional teams all in support of addressing end user issues. This generally coincides with advanced privileges in various areas.
4. Support for labs, special builds, VIPs, and emergency support on a scheduled or ad hoc basis; often at the request of the Solutions Center Manager / Team Lead (as needed).
5. Population and maintenance of Solutions Center owned knowledge base documents.
6. Proactive recognition and resolution of end user and IT support issues to maintain a high level of visibility within the end user community.
7. Participate in projects and incident reviews that will enhance the quality of the Solutions Center service level and promote technical and career growth.
8. Participate in interview process for level 1 and 2 support analysts in region (where applicable).
9. Train all new regional Solutions Center and support staff.
10. Coach, mentor and educate level 1 and level 2 support analysts on critical thinking, end user experience and technical skills to solve end user issues.
11. Perform data center support tasks supporting follow the sun model (where applicable).
12. Fill in for primary level 1 and 2 solutions center tasks when needed based on volume, staffing or emergency.
13. Attend global team meetings when needed (may be off hours).
14. Perform Major Incident Escalation Coordinator activities to ensure a timely and efficient resolution of incidents that are impacting the business (may be off hours).

Recommended Qualifications

The ideal candidate will have a four-year technical degree and/or 3-6 years of related experience and will possess the following skills and abilities:

1. Excellent communication skills including active listening skills and ability to convey empathy.
2. Customer service skills with the ability to provide consistent, positive end user experiences and address issues proactively.
3. Analytical problem-solving skills with the ability to use all available resources to resolve or anticipate problems, in turn creating or updating processes, procedures, and resolutions in the knowledgebase as needed.
4. Time management skills including setting appropriate expectations with end users for resolution.
5. Ability to be a team player, offering and accepting feedback and sharing knowledge with others, while being able to work independently and require minimal supervision.
6. Relationship-building skills including the ability to develop intra- and inter-team relationship as well as build and establish rapport with end users efficiently.
7. Multi-tasking abilities while focusing on effective prioritization of work.
8. Identify and seek out opportunities for continuous improvement.
9. Independent worker with the ability to define and share work plans, communicate on a timely and appropriate basis, all while requiring minimal supervision.

The ideal candidate will also have knowledge in, and familiarity with, the following:

1. Microsoft Windows 10 / 11
2. Office 365 applications including Teams, OneDrive, Outlook, and OneNote
3. Microsoft Internet Explorer and Edge, Google Chrome, and Safari
4. Adobe Acrobat, Foxit Reader, or other PDF applications
5. ServiceNow
6. VMware Horizon View
7. Palo Alto Global Protect (VPN)
8. iOS/Android devices
9. System Center Configuration Manager (SCCM)
10. Windows Internals
11. Networking Fundamentals
12. Information Security Fundamentals
13. Server Fundamentals
14. SAP