Full details of the job.Vacancy NameVacancy Name: Global IT Service Desk AnalystNHA NumberNHA Number: VN807Employment TypePermanent, Full TimeWork LocationCountry: (Specify Country)DivisionTechnologyKey ResponsibilitiesBe the first point of contact for end users seeking technical assistance via phone, email, and chat.Provide onsite support and remote assistance to staff globally.Handle tickets within SLA guidelines while delivering excellent customer service.Update the ticketing system accurately with notes, progress, and actions.Follow standard operating procedures and work instructions.Offer guidance to staff on general IT matters within your skills and knowledge.Collaborate with other IT support teams to resolve requests.Maintain a strong customer focus.Engage in training through the Kynetec IT Academy to enhance skills.Knowledge & ExperienceAt least 1 year in a customer/technical support environment; professional English required.Excellent communication skills.Strong knowledge of Windows 10 and Office 365 desktop applications.Desirable: Experience with Active Directory and Office 365 Admin Centre.Good problem-solving skills and technical aptitude.Self-confident, organized, respectful, and methodical.Willing to pursue professional qualifications supported by Kynetec.Willing to travel to Americas, Europe, and Asia-Pacific if needed.Role DescriptionWe are seeking a 1st Line Support Engineer to join our service desk team in Valinhos, São Paulo. The role requires being in the office 3 days a week—2 days in Valinhos and 1 day in Piracicaba. Candidates must reside within a reasonable commuting distance.The successful candidate will provide 1st line support to Kynetec staff globally, monitoring, investigating, and resolving issues via phone and ticket system.
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