ROLE PURPOSE

The IT Support technician is responsible for the first operational and functional support on IT services to the end-users to ensure that the agreed service agreements are met and to prevent interferences in the day-to-day activities of the end-users.

ROLE CONTRIBUTION

1. In order to ensure a high level of Customer Care (resulting in Customer Satisfaction) to the end-users, you are to:

1.1. Provide quality support to the day-to-day activities of the end-users;

1.2. Execute incident management according to the set mandate;

1.3. Provide training and education on impactful changes and new IT solutions entering the IT end-user hardware- and generic software portfolio;

1.4. Act as the Single Point of Contact (SPOC) towards the end-users ;

1.5. Make yourself visible towards the end-user in order to promote the communication between the end-users and IT.

2. In order to ensure knowledge sharing & gaining successful cross-functional collaborations within the IT community, you are to:

2.1. provide accurate and detailed information when escalating to the next support level;

2.2. pro-actively approach involved colleagues to get feedback and updates in order to accurately inform the end-user of the progress made and status;

2.3. inform and educate your IT colleagues on IT cross- functional topics encountered

2.4. within the role applicable environment;

2.5. Communicate/ escalate recurring issues and problems.

JOB REQUIREMENTS

Completed Education in IT courses;

Solid experience in IT Service Desk role, providing onsite technical support, remote support using remote desktop;

Mandatory experience in Windows environment, Cisco end-user devices, Jabber, O365 and MSTeams, SCCM;

Experience with Level 1 network troubleshooting in an end-user environment which includes VPN, LAN port troubleshooting, internet/DNS/DHCP troubleshooting.

Inglês - Nível Avançado