IT Support Specialist joining global IT Support Team to enhance infrastructure across DOF offices. Providing technical assistance and ensuring seamless IT operations in the Philippines.
About the role
- IT Support Leader managing internal support teams at a fintech company. Ensuring systems operate smoothly while providing excellent communication and service to staff.
Responsibilities
- Diagnosticar e solucionar problemas relacionados a hardware (notebooks, impressoras, periféricos, equipamentos de rede) e software (sistemas operacionais, aplicações corporativas)
- Criar e manter tutoriais, guias rápidos e artigos para a base de conhecimento interna
- Monitorar os tempos de primeira resposta e de resolução no Zendesk
- Analisar o volume de chamados e redistribuir tarefas entre N1 e N2
- Atuar como o ponto de apoio para casos críticos ou VIPs que o N2 não conseguir resolver
- Identificar problemas recorrentes e propor soluções definitivas
- Identificar lacunas de conhecimento no time e promover treinamentos ou mentorias
- Realizar reuniões quinzenais individuais para alinhar expectativas, performance e carreira dos analistas
- Disseminar o foco na "Experiência do Usuário"
Requirements
- Experiência consolidada em suporte técnico, Help Desk ou Field Service
- Excelente conhecimento e experiência em sistemas operacionais (Windows, Linux e macOS)
- Experiência em manutenção de hardware (montagem, diagnóstico e troca de peças)
- Experiência com ferramentas de acesso remoto e plataformas de Service Desk para gestão de chamados e acompanhamento de SLAs
- Familiaridade com redes de computadores (TCP/IP, DNS, DHCP)
- Vivência prática com gestão de pessoas
Benefits
- Temos assistência médica e odontológica sem coparticipação
- Seguro de vida
- Auxílio para compra de medicamentos e para realizar atividades físicas
- Auxílio educação que subsidia 70% de mensalidades de graduações e idiomas
- Auxílio Home Office, equipamentos de trabalho, auxílio mobília
- Day Off no mês do aniversário
- Auxílio Happy Hour
- Bonificação por indicação de novos colaboradores
- Bonificação baseada em metas anuais
- Plano de Stock Options
- Ambiente leve, no dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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