Junior Deskside Support Engineer

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The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the "face of IT" for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user's IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily.

Primary responsibilities:

•End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps

•Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications

•Responds to end-user product related questions for all supported hardware, software and applications

•Understands and maintains/outperforms service levels established

•Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues

•Understands working on ServiceNow ticketing tool.

Additional Knowledge & Skills:

•Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported

•A+ and Network+ Preferred at minimum

•Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches

•The ability to multi-task and handle ever changing priorities

•Willingness to learn new skills and work outside of your comfort zone with the end-user community

•Ability to manage individual tasks that may require cross departmental communication and collaboration

Minimum Requirements:

•2+ years in a customer facing deskside support/end user computing role

•Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required

•Must have excellent communication skills, positive attitude and be engaging with end-users

•Must be flexible and able to work various shifts to include weekends if needed (not expected)

•Experience with MAC, Microsoft OS and Microsoft Office applications

•Experience with problem solving in a support-oriented environment

•Exceptional soft skills and troubleshooting skills

•Team player, good communicator, self-directed work style and ability to multi-task

•Advanced level of English is required.

Details modality:

• Monday and Wednesday in the office: schedule: from 9 am to 6 pm, Vila Cordeiro, São Paulo | Tuesday, Thursday and Friday working from home.

If you would like to know more, do not hesitate to apply and we'll get in touch to fill you in details.

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