Senior Field Support Analyst Para Salvador

HCLTech está com vaga(s) de emprego para Senior Field Support Analyst Para Salvador em Salvador / BA

Canal Vagas em Salvador!

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Senior Field Support Analyst – Salvador – HCLTech

Job Description & Requirements:

The Desktop Technician will provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The employee will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Responsibilities and Functions:

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot Windows 7 to Windows 11, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Support Apple PC users with basic knowledge of Mac operating systems.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Have broad experience in IT with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Work in a project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.

Required Minimum Qualifications and Skills:

• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Experience with Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
• Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Languages:
  Advanced Portuguese and English.

Additional Responsibilities:

1. Provide support for on-call escalations and perform root cause analysis of given issues.
2. Independently resolve tickets within agreed SLA of ticket volume and time.
3. Adhere to quality standards, regulatory requirements, and company policies.
4. Engage in value-adding activities such as knowledge base updates and management, training freshers, and coaching analysts.
5. Ensure a positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.

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