Técnico de Suporte Level 2 – Visitas Semanais – PE

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

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