Role OverviewWe are looking for a hands-on Field Support Analyst with strong experience in end-user support, SLA management, device troubleshooting, and asset management. This role is responsible for providing on-site technical assistance, maintaining hardware inventory, and ensuring high-quality support for laptops, desktops, handheld devices, printers, and Mac/Windows environments.The ideal candidate has solid experience with Desk Side Services, AMT Asset Management Software, and hardware lifecycle management, along with intermediate English communication skills.Key ResponsibilitiesProvide on-site user support for hardware, software, and network-related issues.Troubleshoot and support Windows PCs, laptops, printers, handheld devices, and Mac hardware.Manage and maintain hardware inventory using AMT Asset Management Software.Ensure SLA compliance, timely incident resolution, and professional user interaction.Handle ticket management within IT service management (ITSM) or ticketing systems.Perform asset lifecycle management, including deployment, replacement, upgrades, and retirement of devices.Support peripheral devices (printers, scanners, docking stations, monitors).Document issues, solutions, and updates within the ticketing system.Collaborate with other IT teams to escalate complex issues when required.Maintain hardware standards and follow defined IT policies and procedures.Required QualificationsProven experience in User Support / Field Support / Desk Side Support.Experience with SLA management and IT service delivery operations.Strong hands-on experience with Windows PCs and hardware troubleshooting.Experience with asset management and AMT Asset Management Software.Experience supporting printers, laptops, desktops, and mobile/handheld devices.Knowledge of Mac hardware management.Experience with ticketing systems (ServiceNow, Jira, Remedy, etc.).Ability to prioritize tasks and work under defined SLAs.Intermediate English proficiency (written and spoken).Igualdade & Oportunidade para TodosRepresentando 165 nacionalidades em todo o mundo, nos orgulhamos de ser um empregador que oferece igualdade de oportunidades, comprometido em fornecer oportunidades iguais de emprego a todos os candidatos e funcionários, independentemente de raça, religião, sexo, cor, idade, nacionalidade, gravidez, orientação sexual, deficiência física ou informações genéticas, ou qualquer outra classificação protegida, de acordo com as leis federais, estaduais e/ou locais.