Field Support Analyst
Role Overview
We 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 Responsibilities
* Provide 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 Qualifications
* Proven 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).
Preferred Skills (Nice to Have)
* Knowledge of ITIL processes (Incidents, Requests, SLAs).
* Experience with imaging, deployments, and hardware rollouts.
* Familiarity with networking basics (Wi-Fi troubleshooting, cabling, IP configuration).
* Strong communication and customer service skills.
Ideal Candidate Profile
* Proactive, organized, and customer-focused.
* Strong troubleshooting mindset with attention to detail.
* Comfortable working independently and in on-site environments.
Igualdade & Oportunidade para Todos
Representando 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.