Local Technical Support

• Main activities and responsibilities- As a member of the Service Delivery team, acting as a single point of contact for all incidents and service Requests for the end-users and VIP users.
• - Attend all walk-ins to the IT Welcome Desk, logging and prioritizing them as tickets in the service management tool.
• - Resolving and/or escalating assigned tickets within agreed SLAs.
• Keeping end users informed on ticket status and progress.
• - Ensuring end-users are notified and updated at all times as to the status of issues, outages etc.
• affecting the user community.
• - Performing end-user training and IT Induction for new joiners.
• - Installing, configuring, testing, maintaining, monitoring, and troubleshooting all end-user devices, such as laptops, tablets, mobile phones, printers, as well as network and printers.
• - Ensuring all hardware and software inventories are properly maintained and managing IT assets.
• - Performing creation, modification and deletion of user accounts and groups on various systems and platforms.
• - Managing access permissions on various systems and platforms.
• - Contributing to the knowledge management process by creating relevant guidelines, procedures etc.
• - Providing support according to shift plans when needed.
• Competencies and personality- Ability to communicate in an effective and positive manner- Proactive in identifying issues and providing solution- Sense of ownership, accountability and prioritization- Quick learning skills with information retention and a good technical aptitude/ability.
• - At ease at working in a team-oriented, collaborative environment- Excellent verbal and written communication skills- Excellent customer service skills including effective listening, patience, empathy and diplomacy Education & Qualifications- Hands on knowledge of Windows 10/11 and MacOS operating systems, Active Directory, Microsoft Office suite/Office365- Knowledge of mobile technologies including mobile OS platforms (Android, IOS)- Familiarity with video conferencing and other audio/video equipment and technologies- Ability to perform complex troubleshooting of networked devices (laptops, tablets, mobile phones, printers etc.
• ) - Knowledge of industry standard service desk processes and procedures - ITIL certification preferred Work experience- Minimum 3 years of IT experience, preferably in a similar support role- Experience in providing support to senior management and VIPsLanguages- Fluent in English and Portuguese Technology- Hands on knowledge of Windows 10/11 and MacOS operating systems, Active Directory, Microsoft Office suite/Office365, ServiceNow, InTune, Autopilot, SCCM, JAMFThis is a temporary project of 1 and a half year long.
• Please if you are interested send your resume in english.
• Regards.

Caderno Nacional