Tech Support Senior Analyst

Role specific mission:

• Act as IT technical support
• Hours: Monday to Friday from 09:00 to 18:00
• Area of work: Barueri / SP

Functions of the vacancy:

• Provide technical support to customers by phone, email and chat;
• Diagnose and resolve issues related to hardware and software;
• Set up and maintain computer equipment such as desktops, laptops, printers, ipads, and mobile devices;
• Install, upgrade, and configure software and applications;
• Collaborate with other IT team members to resolve complex issues or escalate incidents as necessary;
• Continuously improve technical support processes and procedures Monitor and analyze customer feedback to identify areas for improvement;
• Manage the stock of IT assets;
• Perform preventive and corrective maintenance to multifunctional equipment.

Hard skills:

• Knowledge in preventive and corrective maintenance of any technological equipment, as well as its repair;
• Strong problem solving skills and ability to solve complex technical problems;
• Experience with ticketing systems;
• Service attitude;
• Windows 10 and 11 experience, multifunctional printers, Office 2016 or 365, G-Suite, Jira or other ITSM tool, computer skills are Windows OS or MacOs, Android phones and IOs;
• Availability to provide support in different locations.

Soft skills:

• +2 years in IT Support;
• Excellent communication skills, both verbal and written;
• Ability to work independently and as part of a team;
• Continuous improvement approach;
• Organization skills;
• Advanced Spanish or English speaking.

Role success KPIs:

• Satisfaction survey (NPS);
• Improve IT service level.