Information Technology Analyst

About Tranter:

We are an American company with a global vision in the field of heat exchangers.

Tranter has operational locations on every continent, covering manufacturing, engineering, sales, and services with proven expertise in industrial markets.

What can you expect from the company?

We are a multinational company operating under Lean Manufacturing principles, which is why we maintain a small workforce. This creates an interesting dynamic, as all levels of the organization have direct access to upper management.

The organizational environment is quite relaxed. Our team is composed of people of various ages, beliefs, and religions, which makes us a unique company. We understand that everyone brings value to ensure our operation runs smoothly.

What does Tranter expect from you?

First and foremost, that you meet the profile required for the position you're applying for. Some requirements are mandatory, and we cannot compromise on them.

Secondly, that you are a proactive, communicative, and well-organized individual. Experience will be gained through your daily activities within the company.

And last but not least, we expect you to embody the core values that define our organization.

Job Description:

We are seeking a dedicated End-User Support Technician to join our IT team. The ideal candidate will provide technical support to end-users, ensuring the smooth operation of computer systems, software, and hardware. Additionally, the candidate should possess advanced Microsoft Office skills, particularly in Excel and Macros, to assist with data management and reporting tasks.

Key Responsibilities:

• Provide support for Windows 10/11 desktops and laptops, mobile devices, printers, scanners, A/V equipment and LAN/WAN equipment.
• Monitor ticket queues, resolve assigned tickets, and escalate issues as needed to ensure timely resolution.
• Deliver excellent customer service to end-users, providing follow-up as needed and documenting all interactions in the ticketing system.
• Collaborate with the global IT support team to expedite issue resolution.
• Assist users with requests reported via assigned tickets, direct user contact, or manager assignments.
• Install, configure, and maintain computers, printers, mobile devices, WAN/LAN, and peripherals.
• Triage and escalate system or network outages to minimize downtime.
• Create and submit detailed call logs documenting customer interactions accurately and promptly.
• Utilize advanced Excel skills, including creating and managing macros, to support data analysis and reporting tasks.
• Develop and maintain Excel-based tools and templates to improve efficiency and accuracy in data management.

Qualifications:

• Proven experience as an End-User Support Technician or similar role.
• Strong knowledge of Windows 10/11 operating systems and Microsoft Office Suite, particularly Excel.
• Proficiency in creating and managing Excel macros.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with ticketing systems and IT support processes.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Education:

• Degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Advanced/Fluent proficiency in English

Work Environment:

• This position is based in Cotia, Brazil, and may require occasional travel to other office locations.
• The role may involve lifting and transporting IT equipment.

Benefits:

• We provide a kitchen equipped with a refrigerator and microwave so you can have your meals on-site, if you prefer.
• Free Parking
• Profit Sharing (PLR)
• Health Plan
• Dental Plan
• Meal Voucher
• Food Voucher
• Transportation or Fuel Allowance

Salary will be disclosed during the interview.