Help Desk Technical Support

Your Job: IS Help Desk Technician

Job Location: Campinas, São Paulo- Brazil

Our Department: Corporate Information Systems

Do you enjoy working in a fast-paced environment where your technical and customer service contributions enable a company to succeed?

What You Will Do

You will support a variety of end-users and software developers onsite in our Londrina office, and other Brazil-based locations. You will interface and collaborate with other IS departments to ensure that the office and users are working efficiently and that their technical needs are met. You’ll provide world-class customer service and work with a cohesive global IS team.

1. Support end users with desktop support and deployment of hardware and software.
2. Display a high-level of customer service and professionalism.
3. Resolve issues individually or in conjunction with other IS staff and resources in a timely and effective manner.
4. Communicate with peers, other IS staff, IS management, business group managers, and other employees in support of end users and the corporate IS infrastructure.
5. Demonstrate and utilize excellent troubleshooting skills for all hardware used in support of Trimble’s computer user community, with a specific focus on Dell, Apple, and various mobile phones and tablets.
6. Support a warehouse fulfillment center with varying systems including laptops, desktops, general computer accessories, printers, barcode scanners, etc.
7. Support and maintenance of virtual bulletin boards.
8. Familiarity with various shipping logistics, such as UPS, Fedex, DHL and BNA Online forms.
9. Interface with the Network and Server teams to troubleshoot network and server connectivity issues, and with other Help Desk staff to ensure business continuity.

Who You Are

1. Builds Trust: You honor your word by doing what you say you are going to do. End-users and colleagues alike need to view the Corporate Information Systems team as a world-class team.
2. Customer-centric: You have a commitment to delivering genuine customer service.
3. Implementation / Execution: You are good at multitasking, organizing, and managing multiple priorities.
4. Patience: You are able to work well with end-users who are not computer savvy and can communicate about technical terms in a non-technical manner.
5. Timeliness: End-users and colleagues expect and deserve the fastest turnaround time for communication and support.
6. Sense of urgency: This is a fast paced environment which requires immediate attention to issues that may impact company revenue.
7. Active listening: Analyze user feedback to streamline troubleshooting efforts.
8. Adaptable: You are adaptable to new situations and problems and have a flexible mindset.
9. Independence: Proactively address local issues using the analytics and administrative tools available.
10. Tech savvy: You enjoy learning new technologies and supporting end-users with their technology experience.

What Skills & Experience You Should Bring

1. Good English verbal and written communications and organization skills.
2. Minimum of Associates Degree or 2 years toward Bachelor’s Degree in Information Technology, Vocational or Technological education in Information Technology, or 2+ years equivalent job experience.
3. Skills to set up, operate and troubleshoot a wide variety of equipment and systems.
4. Working knowledge of Windows operating systems, macOS, tablets, scanners, printers, and conference room equipment.
5. Experience writing end-user guides and knowledge documentation.
6. Experience with Google Workspace for enterprise collaboration is a plus.
7. Industry standard IT certification such as: ITIL, CompTIA A+, etc., is a plus.