Job Opportunity: Local Technical Support
We are looking for a proactive Local Technical Support professional to join our Service Delivery team in Rio de Janeiro. This is a full-time, temporary role reporting to the Technology Manager.
Role Overview
As the primary point of contact for end-users and VIPs, you will manage incidents and service requests, ensuring high levels of satisfaction through technical excellence and effective communication.
Main Activities & Responsibilities
* User Support: Act as the single point of contact for all IT incidents and requests, including attending the IT Welcome Desk and supporting VIP users.
* Ticket Management: Log, prioritize, and resolve assigned tickets within agreed SLAs, keeping users informed of progress.
* Technical Maintenance: Install, configure, and troubleshoot end-user devices (laptops, tablets, mobile devices, printers) and network equipment.
* System Administration: Perform user account management (creation and deletion) and manage access permissions across various platforms.
* Operations: Maintain hardware and software inventories, manage IT assets, and provide support according to shift schedules.
* Knowledge Sharing: Conduct IT inductions for new joiners and create technical guidelines and procedures.
Technical Skills & Qualifications
* Education: ITIL certification is preferred.
* OS Knowledge: Hands-on experience with Windows 10/11 and macOS.
* Infrastructure: Proficiency in Active Directory, Microsoft Office 365, ServiceNow, Intune, Autopilot, SCCM, and JAMF.
* Mobile & AV: Knowledge of Android and iOS platforms and familiarity with video conferencing equipment.
* Experience: Minimum of 3 years of experience in IT support roles, specifically supporting senior management and VIPs.
* Languages: Must be fluent in English and Portuguese.
Competencies
* Excellent customer service skills (empathy, diplomacy, and active listening).
* Strong sense of ownership and accountability, with the ability to prioritize tasks effectively.
* Quick learner with high technical aptitude.