Técnico de Suporte Level 2 – Visitas Semanais – SP

Tipo de trabalho: Freelance Full Time Weekly Visits
Escopo do trabalho: Deskside IT Support
Cidade: Cajamar - SP
Região: Brazil
Idiomas requeridos: Inglês

Detalhes do projeto

Realizar atendimentos de tickets de IT abertos por usuários.
Alocação 1x por semana (4x por mês) full time em horário comercial a definir.
R$400,00 por dia (Incluso deslocamento e alimentação).
Atendimento em Português, porém haverão atendimentos ocasionais em Inglês.
Necessário mais de 2 anos de experiência em suporte ao usuário final e inglês avançado. (Será testado)

Duties on site

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Build rapport and elicit problem details from help desk customers
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Other desirable skills:

  • Ability to advise and to present to one or more customer staff.
  • Monitor and control daily service call activity, utilization, inventory levels, and service levels.
  • Exceptional customer service
  • Advanced knowledge in Customer Service Aptitude
  • Resolving technical problems with hardware, software, and connectivity.
  • Troubleshooting customer issues while maintaining agreed-upon service levels for customer contact and resolve
  • Participate in the configuration and support of internal systems.
  • Ability to work effectively with Logistics
  • Adherence to the assigned schedule
  • Adhering to documented policies, procedures, and processes for NSC that are specific to the service.
  • Clear and concise documentation of all customer interaction within appropriate CRM tools.
  • Able to function in a team environment
  • Maintain knowledge levels as industry enhancements occur
  • Support installation and implementation of connectivity and high-end systems products
  • Continuous improvement of service delivery.

Required IT Qualifications

  • Advanced knowledge of Computer Hardware
  • Advanced knowledge of Common Software applications
  • Advanced knowledge of Microsoft Operating system
  • Proficient knowledge of Printer Hardware
  • Proficient knowledge in configuring and troubleshooting networking, wireless, and VPN features of end-user devices
  • Proficient knowledge of Ticketing software
  • Microsoft Office & Office 365 applications
  • PC\Laptop hardware
  • PC\Laptop peripherals, including printers
  • Mobile devices

Awareness of:

  • Active Directory
  • Exchange
  • Apple OS
  • Network and server hardware and components

IT qualifications may include:

  • A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
  • PC\Laptop OEM Maintenance Certification
  • CompTIA A+ Certification
  • Microsoft Certified IT Professional (MCITP) certification in the desktop area
  • Microsoft Office Specialist (MOS) certification

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Tipos de arquivos: .pdf, .doc, .docx
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