Tech Support Senior Analyst

Role specific mission: Act as IT technical support Hours: Monday to Friday from 09:00 to 18:00 Area of work: Barueri / SP Functions of the vacancy: Provide technical support to customers by phone, email and chat; Diagnose and resolve issues related to hardware and software; Set up and maintain computer equipment such as desktops, laptops, printers, ipads, and mobile devices; Install, upgrade, and configure software and applications; Collaborate with other IT team members to resolve complex issues or escalate incidents as necessary; Continuously improve technical support processes and procedures Monitor and analyze customer feedback to identify areas for improvement; Manage the stock of IT assets; Perform preventive and corrective maintenance to multifunctional equipment. Hard skills: Knowledge in preventive and corrective maintenance of any technological equipment, as well as its repair; Strong problem solving skills and ability to solve complex technical problems; Experience with ticketing systems; Service attitude; Windows 10 and 11 experience, multifunctional printers, Office 2016 or 365, G-Suite, Jira or other ITSM tool, computer skills are Windows OS or MacOs, Android phones and IOs; Availability to provide support in different locations. Soft skills: +2 years in IT Support; Excellent communication skills, both verbal and written; Ability to work independently and as part of a team; Continuous improvement approach; Organization skills; Advanced Spanish or English speaking. Role success KPIs: Satisfaction survey (NPS); Improve IT service level.