It Desktop Support (Level 2)

JOB DESCRIPTION
Job Title: On-site and Desktop Support (Level 2)
Job Location & Type: Estrada dos Bandeirantes 2400 - Rio de Janeiro - 22710-104 || 100% Onsite || 40 hrs/week

Responsibilities:
Provide on-site and remote technical support to users
Resolution of hardware and software issues
Configure, install and update operating systems, software, and applications on computers, mobile devices, and printers
Monitor and respond to support calls, emails, and messages related to user problems and requests;
Ensure compliance with agreed-upon deadlines for incident resolution and request as per SLA
Perform onboarding for new users
Asset management
Contact with global support areas
Provide support to users of the office, laboratory, and distribution center.

Requirements:
Previous experience as an on-site and remote support analyst;
Basic knowledge of English for communication with global groups;
Proficiency in Service Now, SCCM, Auto Pilot, End Point, iPad, and iPhone (iOS in general)
Strong problem-solving skills, multitasking ability, and attention to detail;
Excellent communication skills and ability to work in a team;
Knowledge of the ITIL methodology
Technical support-related certifications will be a plus.

Important for this position:
Soft skills include being proactive, empathy, education, and respect for users, as well as communication and working well in a team.
Ready to think outside the box, give ideas, and share suggestions