Deskside SupportTechnician
Location: Limeira, Brazil
Rate: BRL 5.000 and BRL 5.500
Top 5 Skill Sets:
Advanced English, Users support experience, ServiceNOW, SCCM, Troubleshooting skills (HW, SW and Network).
Roles and Responsibilities
The Deskside support role is one that connects directly with the customer, often in their space. A Desktop technician needs to purport themselves in a friendly, yet professional manner as they are always building relationships with the client base. Regular work deals with troubleshooting and resolving all manner of IT equipment incidents and some request fulfillment.
Required Skills and abilities:
- Managing work queues in Service Now.
o Attend daily Team meetings.
- Prioritize tickets accordingly (P1’s, P2s, Break/Fix, VIP, escalated and expedited incidents and tasks).
- Good working knowledge of MS Windows versions 10 and 11 and experience troubleshooting the same.
- Experience troubleshooting network printers.
- Resolving hardware issues for desktops and laptops including Break / Fix.
- Support of Desktops, Laptops and mobile devices including Windows, Apple, and Android.
- Troubleshooting and diagnosing various technical issues.
- Installing and maintaining the company’s software and equipment using tools such as SCCM.
- Re-imaging devices when necessary.
- Troubleshooting various technology issues.
- Helping new employees to set up their workstation.
- Preventative maintenance tasks on machines with low health scores in Systrack.
- Assisting other teams with gathering information such as rack space, cabling, or pictures as needed.
- Creating and updating Knowledge base articles (KB’s) and Standard operation processes (SOP’s).
- Excellent English and communication skills
- Assessing and understanding user needs and issues.
- Answering general questions presented by our customers.
- All other tasks as assigned.
Daily duty details
CUSTOMER SERVICE
One of the most important responsibilities that deskside support technicians have is providing personal support services. They must build rapport and obtain problem details from help desk customers. They politely take incoming requests for help from end users through the Service Now ticketing system.
PROBLEM-SOLVING
Deskside support technicians take initiative and ownership of reported end-user problems. They use diagnostic tools to identify root problems. Once the issue is identified, deskside support technicians process these incidents through an incident management process.
DELIVER HARDWARE AND APPLICATION SUPPORT
When end users need technical support with desktops, laptops, tablets, workstation devices, mobile devices, printers, and software, they turn to deskside support. These technicians then diagnose and solve unique one-time problems. To complete this, they reimage systems and engage in computer networking. Deskside support technicians also work with purchasing staff to buy replacement hardware and software as needed.
ASSIST OTHER TEAMS
Deskside technicians are occasionally called up to lend support to other technical towers. This may require going into server rooms, network closets or other locations to assist.
INSTALL SOFTWARE UPGRADES
Deskside support workers complete hands-on fixes for desktops and laptops that include software installations and upgrades. They perform file backups and configure new systems and applications. After completing installations, deskside support workers test new computers according to established guidelines.
CREATE AND MAINTAIN DOCUMENTATION
Documentation is a major requirement for deskside support. They record, track, and write notes for the help desk problem-solving process, including decision outcomes, actions taken, and final resolutions. Deskside support technicians are often required to submit accurate call logs itemizing customer interactions.
Job Type: Full-time
Pay: R$5,000.00 - R$5,500.00 per month
Application Question(s):
- Total Users support experience ?
- Advanced English Speaking required ? Yes/No:
- Mandatory - ServiceNOW, SCCM skills
Work Location: In person
