RESPONSIBILITIES
* Provide a high level of customer‑focused technical support by troubleshooting complex technical issues, managing support tickets, and escalating as necessary to ensure timely resolutions in line with service level agreements.
* Collaborate with internal teams to analyze requirements, solve problems, and coordinate project efforts, ensuring seamless interaction across departments.
* Monitor and report system performance, offering input on security processes and policies to keep them relevant and up‑to‑date.
* Regularly update management on status and progress, while continuously identifying ways to minimize repeat occurrences of technical issues.
* Act as a liaison between employees and other support staff, ensuring clear communication and problem resolution.
* Participate in projects as a technical support knowledge resource.
DESKTOP SUPPORT RESPONSIBILITIES
* Troubleshoot and resolve desktop and software issues, determining root causes and coordinating with IT staff as needed.
* Install and support new hardware/software, providing technical assistance to users with varying levels of technical proficiency.
* Manage hardware logistics by working with vendors to coordinate purchases, imaging, and repairs, including managing Windows print queues.
* Assist senior staff in the day‑to‑day management of systems, ensuring all equipment and network issues are addressed.
* Research and recommend solutions that support employee needs and improve overall efficiency.
* Host New Hire Orientation sessions for Brazil based employees and other new hires across the LATAM region.
QUALIFICATIONS
* 4+ years of technical support experience
* Strongly developed analytical and troubleshooting/problem‑solving skills
* Detail oriented and self‑starter (able to operate with a high level of independence)
* Strong written and verbal communication skills – Fluency in English and Portuguese is required; proficiency in Spanish is a plus.
* Knowledge and experience with Mac and PC hardware and set up and support.
* Ability to service and troubleshoot all aspects of PC hardware and software
* An understanding of managed networks and network storage devices
* An understanding of internet service providers and ability to troubleshoot ISP issues
* An understanding of IT security and compliance
* Flexibility/adaptability – ability to change priorities quickly and often
* Go above and beyond to offer an exceptional level of customer service
* Ability to effectively manage customer’s expectations
BENEFITS
* Empresa orientada por propósitos, comprometida em ajudar a mudar a vida das pessoas por meio da tecnologia, com uma cultura de valores focada em Melhor Vida (#bestlife), Um Time (#oneteam), Mentalidade de Crescimento (#growthmindset).
* Dias de Desconexão - uma vez por trimestre, fazemos uma pausa coletiva e aproveitamos um dia de folga juntos ao redor do mundo.
* Plano de saúde, odontológico e de vida.
* Auxílio‑refeição - para ser usado tanto em supermercados quanto em restaurantes.
* Auxílio para home office - você pode precisar de ajuda com suas contas de internet.
* Aplicativo de assinatura de acesso a academias.
* Parceria educacional com ótimos descontos em faculdades, escolas de inglês e outros.
* Empréstimo consignado pago diretamente através do seu salário.
* EAP - fornecemos assistência psicológica, jurídica e financeira quando você precisar. Sempre.
* Acesso a descontos com nossos parceiros, como Dell, Microsoft e muitos outros.
* E mais! - tantos benefícios que nem conseguimos listar todos aqui!
DIVERSITY AND INCLUSION COMMITMENT
A ABC é um empregador que oferece igualdade de oportunidades, comprometido com a diversidade, a equidade e a inclusão. Nosso objetivo é criar um ambiente de trabalho em que cada colaborador, cliente e parceiro se sinta valorizado, inspirado e capacitado para alcançar seu máximo potencial. Para nós, inclusão não é apenas a coisa certa a fazer — é uma prioridade estratégica para os negócios.
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