Técnico de suporte em TI
Foxys IT Services · São Paulo, São Paulo, Brazil
**Responsibilities :** * Adhering to SLAs * ITIL Processes awareness and adhering to ITIL process workflow. * Reporting to the Client Track Lead / Team Lead. * Handling tickets/requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues * Ensuring that the IT processes are adhered to * Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi\-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. * Tracking work tickets on ITIL based ticketing system like Service Now. * Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues. * Performs repairs on computers, laptops, printers and any other authorized peripheral equipment * Improves and maintains customer and employee satisfaction * Performing asset inventory activities as needed * Create documentation for processes and procedures of day to day work. Creating KB articles. * Break\-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives/etc * Providing frontline customer Support, including hardware and software troubleshooting and diagnosis. **Required Skills / Qualifications:** * Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer * Strong Microsoft Operating System installation(Win10 / MAC OS X) and troubleshooting skills • Strong Experience in Providing Hands \& feet Support for Network and Datacenter Equipments/Devices Stong knowledge on Mac OS, and building of Mac machines , and pushing applications via Mac servers * Strong experience in troubleshooting MS office , O365 (Outlook, Word, Excel, Powerpoint etc) * Strong desktop support knowledge including hardware, software, and networking concepts • * Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds * Good knowledge of MAC OS, IPAD and Android devices * Knowledge of windows Image build process and SCCM deployments * Good knowledge in handling RF scanners, industry level label printers ( Zebra, etc ) * Experience in handling managed print services , corporate / network printers. * Basic understanding of Audio/Video equipment and conference room setup * User account creation for Active Directory, Exchange Mailboxes, Distribution lists * Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. * Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld – Blackberry, Android \& IOS support knowledge * Strong Customer service skills * Strong written and verbal communication skills * Excellent communication and conversation skills (Verbal and Written) * Good documentation skills * Good working knowledge of MS OFFICE / O365 (Including MS Project, Visio, Onedrive and One Note) and Sharepoint * Should have a great customer handling skills * Able to handle unforeseen situations * High level of acceptance * Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc **Additional Responsibility** * Might need to travel to other sites based on demand and requirements. * On\-call requirement for P1/Urgent issues outside regular support hours (local business hours). * Handle operations and customer requirements as per process and agreed SOW. * Possible rotational shifts.