What success looks like in this role:

• Acts as a Field Engineer for specific clients and/or for specific products and applications, including technology kiosks/tables.
• Provides software, hardware, and network support for desktops, laptops, servers, network devices, AV rooms, and other networked devices.
• Installs and maintains PCs and associated software, networks, servers, peripherals, and other networked devices.
• Offers support for network products from an operational and maintenance perspective, including preventive maintenance activities.
• Performs installations, moves, adds, and changes as needed.
• Tests and certifies client-approved PCs, networks, servers, and applications.
• Provides problem follow-up or escalations.
• Maintains a high degree of professionalism in actions, behavior, and dress.
• Meets SLA requirements and ensures customer satisfaction in all interactions.

You will be successful in this role if you have:

Key Responsibilities

• Support users in first-level calls for hardware and software.
• Answer calls via remote access tools, chat, or email.
• Install some types of hardware.
• Configure networked computers.
• Maintenance of computers, notebooks.
• Implement new functionalities that facilitate users' daily lives.
• Follow up on calls from beginning to end, monitoring SLA and seeking the best solution.
• Identify and suggest improvements in the system and the service process.
• Prepare materials that help clarify doubts.
• Perform IT asset management of the client's stock.
• Configuration and troubleshooting of mobile devices (app installation and Android configuration).

Key Qualifications

• High School Diploma – Mandatory
• Intermediate/technical English
• Intermediate knowledge of Operating Systems.
• Intermediate knowledge of Office Suite (Outlook, Excel, and Word).
• Intermediate knowledge of Networks.
• Intermediate knowledge of Internet (connection, browsing, intranet, internet, proxy configuration, etc.).
• Knowledge in Desktop and printer installation and maintenance.
• Knowledge in software installation and configuration.
• Skill in Organization and Methods.
• Skill in Negotiation and communication.
• Skill in Relationships.
• Easy access to the city of Piracicaba - SP.

Desired, if you have:

• Experience in call service;
• Experience in equipment rollout;
• Knowledge of ServiceNow.
• Knowledge of Dell equipment
• ITIL Methodology
• Self-management
• Analytical thinking
• Customer focus
• Teamwork
• Effective communication
• Possess own vehicle to work on service calls (receiving reimbursement for vehicle use). KM reimbursement 1.14.