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Position Summary

This position is based in São Paulo and is ideal for people who are ready to be challenged. As part of our Tech Partner team, you will support Infrastructure, end-user, cybersecurity and global projects needs.

Your Essential Responsibilities:

In this position, you will:

Perform a high level of local support for onsite personnel as well as remote support using remote control tools. Supported platforms include many Schneider Electric software, hardware and network systems. Rely on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues.

Coordinate with team leads, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. Primarily responsible for level 2 (advanced) support issues, but may also work on level 1 issues as needed.

Assist team members who are experiencing technical difficulties and work to resolve. Ensure work is being carried out in a timely and proper fashion, and in accordance with stated service level agreements (SLA’s) and compliance. Performs diagnostic testing and analyzes test results in order to resolve issues.

Ensures workarounds and permanent fixes are documented and communicated to junior level team members. Proactively monitor the infrastructure for possible issues and takes necessary action to prevent an outage.

Ensure effective and prompt communication throughout the process of all support cases being worked on. Actively contributes to ongoing process improvements.

Work directly with technology vendors when necessary to ensure all hardware and software systems are running properly.

Perform other duties or special projects, as required, in support of the departments’ goals

Inglês - Nível Avançado

Skills you need to succeed:

Demonstrated proficiency in:

• Excellent interpersonal skills

• Proven troubleshooting and problem-solving skills

• Proven ability to multitask effectively and handle fluctuating workload

• Proficient at troubleshooting problems with common IT office equipment and infrastructure.

• Asset Management

• ITSM

Ability to:

• assist and/or coach junior level team members with advanced technical issues

• review and innovate our processes and procedures

• communicate effectively with end users in non-technical terms

• work responsibly with or without direct supervision

• to travel as needed.

Education and/or experience:

• Experience with desktop and systems support or bachelor’s degree in related field.

• Thorough working knowledge of Microsoft 365, Windows 10 and other common operating systems and software applications, as well as infrastructure knowledge.

• Fluent/Advanced in English, Spanish will be considered a plus