IT Support

Overview:

This role is focused on IT support and workstation management covering remote technical assistance end-user service desk support equipment preparation asset lifecycle management print/peripheral support and security patching.

What are we looking for

Technical Support and Remote Assistance:

• Handling requests via OTRS request management platform - Manage requests in accordance with the defined SLA.
• Remote diagnosis and resolution - Use of remote access tools such as TeamViewer AnyDesk or another system to resolve software and configuration incidents.
• End-user support Service Desk - Clarification of questions regarding productivity tools Office 365 VPN business applications.
• Connectivity configuration - Support in configuring home/remote networks and troubleshooting VPN connections.

Workstation Preparation and Logistics - Staging:

• A critical role for supporting users spread across the country requiring accuracy in the initial setup.
• Master image preparation / provisioning - Installation of the operating system and base software via Autopilot MDT or manually.
• User profile configuration - Customization of the workstation according to the employees department and role.
• Shipping and receiving management - Logistical coordination of equipment shipment via carrier and verification of receipt by remote users.
• On-site installation local sites - Physical setup of workstations in central offices or branches.

Asset and Lifecycle Management - ITAM:

• Responsible for knowing where each asset is and what condition it is in.
• Inventory and stock control - Registration of serial numbers models and assignment of asset tags.
• Assignment management - Maintenance of the database CMDB linking each piece of equipment to its respective user.
• Preventive maintenance and upgrades - Planning battery replacements internal cleaning or component upgrades RAM/SSD.
• Warranty and disposal management - Liaison with suppliers for warranty repairs and management of the recycling process for end-of-life equipment.

Print Systems and Peripheral Management:

• Print server administration - Management of print queues and access permissions.
• Consumables monitoring - Management of toner and maintenance kit stocks often through automatic alerts.
• Multifunction printer support - Configuration of Scan-to-Email and Scan-to-Folder functions.

Other Workstation Responsibilities:

• Cross-functional tasks that ensure business security and continuity.
• Patching and security management - Ensure that all workstations remote and local receive critical security updates.
• Equipment collection offboarding - Management of the hardware return process when an employee leaves the company.
• Technical documentation - Creation of user self-help manuals and internal procedures for the support team.

What can you expect from us

• A permanent job contract for a long term project;
• Tech equipment SIM Card personal smartphone;
• Health and Life Insurance;
• Social events and team buildings;
• The commitment of letting you grow with us and be rewarded accordingly;
• A dynamic and young team that will be always there to support you;
• Training in the latest technologies;
• Coffee fruits snacks and a warm welcoming when you pass by the office.