Senior IT Technical Support Engineer (Brazil)
Brief job description: We are looking for a Technical Support Engineer to provide enterprise‑level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. Ultimately, you will be a person our customers trust.
Key Responsibilities
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly elevate unresolved issues to appropriate internal teams (e.g., software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients
Requirements
5+ years proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT
BS degree in Information Technology, Computer Science or relevant field
Help Desk Technician or similar role
Hands‑on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Excellent problem‑solving and communication skills
Ability to provide step‑by‑step technical help, both written and verbal
Additional certification in Microsoft, Linux, Mac or similar technologies is a plus
Why us?
Working at Siemens Software means flexibility – choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you’d expect from a world leader in industrial software. A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We’re dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology / Software Development
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