Job Title: Senior Field Support Analyst
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About the Role:
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We are seeking a highly skilled and experienced Senior Field Support Analyst to join our team. As a key member of our support organization, you will be responsible for providing day-to-day local and remote desktop support to our customers.
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Key Responsibilities:
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* Provide first/second level contact and problem resolution for customer issues.
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* Work with vendors to remediate complex AV issues as needed.
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* Provide timely communication on issue status and resolution.
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* Maintain ticket updates for all reported incidents.
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* Install, upgrade, support, and troubleshoot Windows 7 to Windows 11, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
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* Support Apple PC users with basic knowledge of Mac operating systems.
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* Install, upgrade, support, and troubleshoot printers and computer hardware.
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* Perform general preventative maintenance tasks on computers, laptops, and printers.
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* Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
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* Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
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* Have broad experience in IT with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
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* Work in a project-based environment requiring flexibility and teamwork.
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* Perform other duties as assigned.
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Required Qualifications and Skills:
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* CompTIA A+, Microsoft Certified Professional (MCP) or better.
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* Experience with Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
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* Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
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* Proven analytical, troubleshooting, and problem-solving skills.
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* Proven ability to multi-task, effectively determine priorities, and meet SLAs.
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* Excellent communication, relationship-building, and internal customer service skills.
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* Adaptable and flexible in a fast-changing industry and work environment.
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* Willing to work off-hours and weekends when required for projects or emergency support.
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* Languages: Advanced Portuguese and English.
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Additional Responsibilities:
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* Provide support for on-call escalations and perform root cause analysis of given issues.
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* Independently resolve tickets within agreed SLA of ticket volume and time.
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* Adhere to quality standards, regulatory requirements, and company policies.
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* Engage in value-adding activities such as knowledge base updates and management, training freshers, and coaching analysts.
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* Ensure a positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.
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About You:
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To succeed in this role, you should have excellent technical and problem-solving skills, as well as strong communication and interpersonal skills. You should also be able to work independently and as part of a team, and be adaptable and flexible in a fast-changing industry and work environment.
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If you are a motivated and experienced individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.