Working in a fast paced, constantly evolving environment, you will be responsible for providing a high level of customer service and hands-on support. This is a fantastic opportunity to join an ambitious company operating at the forefront of their industry, and play a key role in ensuring the successful delivery of a premium IT support service. This will be a diverse and challenging position. The overall goal is to ensure that all support requests and incidents are dealt with in a timely and professional manner. You will need to be proactive in your approach requiring you to deal with support queries over the phone, via email and face to face, as well as acting as a point of escalation with 3rd party resolver groups for problems that you can't resolve. Job responsibilities Provide support that consistently meets or exceeds Customer expectations;
Determine and recommend which products or services best fit the customers' needs;
Identify, analyze, and repair product failures. Order and replace parts as needed;
Support and maintain user account information including rights, security and systems groups;
Receive and resolve issues from Tiers 2 and 3 if eyes & hands are necessary to solve a hardware or software issue at location/onsite - in cooperation with the resolver group who transferred the issue, if necessary;
Provide troubleshooting and problem resolution support for all network devices;
Coordinate with third-party vendors to resolve hardware and software problems, as required;
Receive and resolve hardware or software related issues from Tiers 2 and 3 when break-fix is necessary to solve an issue at location/onsite;
Interface with hardware and software vendors for planning and problem resolution;
Interface with manufacturers and third-party vendors for technical assistance;
Execute the installation of PCs, peripherals and LAN-based equipment;
Assist with setting up security, file access and other administrative procedures associated with moves;
Move workstations, peripherals and telecommunications equipment, as required;
Order, receive and provide all required equipment, materials and third party vendor services to implement IMAC's,;
Install and set up equipment, cables, outlets and all other hardware required for implementing IMAC's,
Test completed IMAC's and verify acceptance by end user,
Document changes to inventory use and configuration,
AV and Conference support with software such as Webex, Skype for Business, Zoom etc.
Requirement's At least 2 years experience or equivalent combination of education and related experience may also be considered
Some knowledge of ITIL V3 or V4 Foundation
Microsoft Operating System (Windows 7-11) / Office / M365 (essential)
Excellent MS Office 365 skills as a user (essential)
Able to solve simple hardware issues (essential)
Mobile device support (Apple iOS preferred)
Basic understanding of networking skills (DNS, DHCP, IPv4, TCP/IP) - essential
Knowledge of Active Directory permissions & attributes (essential)
Team Player and Analytical Thinking
Open, positive personality, and an exceptional attitude towards a willingness to learn
Flexibility to travel when needed
Customer oriented (Service awareness) with good interpersonal and communication skills
Able to adapt in a fast-moving technology environment
Able to assume day to day responsibilities generating specific deliverables
Relationship-builder, at ease with people and capable of quickly building trust
Language skills: Proficiency in English, both spoken and written (essential)
What we offer Competitive salary and benefits package including monthly bonus
Private health scheme
Extra vacation days
Opportunities to learn and develop: training programs
Personalized career path within the organization
Exposure to an international environment as part of a multicultural team spread across Europe
About us We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.
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