Rio de Janeiro
Corporation
CLT
In person
Senior
Required training
Company Description
Finance
Job Description
Role Responsibilities: • Resolving Incidents and Service Requests associated with end user software, PC hardware and mobile technologies. • Documenting all actions on the ticket in the Service Desk application, detailing diagnostic and troubleshooting steps performed, and the resolution; where necessary, providing high quality escalations to Global support groups or external service organizations. • Provide Tier 1-2 level service to all users in in local office and remote support for all branch locations. • Troubleshooting enterprise desktop PC and laptop hardware issues. • Excellent customer service skills. Requires regular interaction with employees at all levels of the company. • Keeping customers informed on progress of their ticket until they have agreed the resolution. • Providing enhanced support for identified key leaders. • Taking care of the firm’s hardware assets by timely and accurate recording of all asset assignments. • Assisting with PC builds and configuration. • Hands on experience with computer imaging. • Remote access IT assets to provide support or troubleshoot issues. • Administer mobile device management. Requirements & Qualifications: • Bachelor’s degree in Computer Science, Computer Information Systems, or similar degree or equivalent work experience required. • Expert in with Microsoft Windows 10 / 11 issues. • Experience with Microsoft Office 365 suite of products (Outlook, Excel, Word, PowerPoint, etc.) • Microsoft 365 support and configuration. • Microsoft SCCM and Intune. • Understanding of Windows Server OS and ability to troubleshoot and correct problems. • Experience with VMware / Hyper-V. • Troubleshooting skills with wireless and wired networks, firewall and telecommunication devices. • Exceptional communication skills - written and verbal. • Ability to quickly learn new skills and technologies. • Experience and familiarity with monitoring / alerting tools (i.e. PRTG, WhatsUp Gold, Logic Monitor, etc.). • Enterprise AV / Endpoint Detection solutions (e.g. Bitdefender, Sophos, Trend, Cylance, CrowdStrike, etc.). • Exposure to Cisco routers and switches and Fortinet firewalls.
