Detalhes do projetoRealizar atendimentos de tickets de IT abertos por usuários.Alocação 1x por semana (4x por mês) full time em horário comercial a definir.R$400,00 por dia (Incluso deslocamento e alimentação).Atendimento em Português, porém haverão atendimentos ocasionais em Inglês.Necessário mais de 2 anos de experiência em suporte ao usuário final e inglês avançado.
(Será testado)Duties on siteField incoming help requests from end users via both telephone and work orders in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issueBuild rapport and elicit problem details from help desk customersPrioritize and schedule problems.
Escalate problems (when required) to the appropriately experienced technicianRecord, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolutionOther desirable skills:Ability to advise and to present to one or more customer staff.Monitor and control daily service call activity, utilization, inventory levels, and service levels.Exceptional customer serviceAdvanced knowledge in Customer Service AptitudeResolving technical problems with hardware, software, and connectivity.Troubleshooting customer issues while maintaining agreed-upon service levels for customer contact and resolveParticipate in the configuration and support of internal systems.Ability to work effectively with LogisticsAdherence to the assigned scheduleAdhering to documented policies, procedures, and processes for NSC that are specific to the service.Clear and concise documentation of all customer interaction within appropriate CRM tools.Able to function in a team environmentMaintain knowledge levels as industry enhancements occurSupport installation and implementation of connectivity and high-end systems productsContinuous improvement of service delivery.Required IT QualificationsAdvanced knowledge of Computer HardwareAdvanced knowledge of Common Software applicationsAdvanced knowledge of Microsoft Operating systemProficient knowledge of Printer HardwareProficient knowledge in configuring and troubleshooting networking, wireless, and VPN features of end-user devicesProficient knowledge of Ticketing softwareMicrosoft Office & Office 365 applicationsPC\Laptop hardwarePC\Laptop peripherals, including printersMobile devicesAwareness of:Active DirectoryExchangeApple OSNetwork and server hardware and componentsIT qualifications may include:A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +PC\Laptop OEM Maintenance CertificationCompTIA A+ CertificationMicrosoft Certified IT Professional (MCITP) certification in the desktop areaMicrosoft Office Specialist (MOS) certification#J-18808-Ljbffr