WP SUPPORT ANALYST PL

Come be part of Simpress, the leader in IT outsourcing in Brazil! What moves us is our mission: to make the customer's life easier. We have an innovative environment that demands movement and delivery. We value continuous learning and offer opportunities for every professional to develop, take protagonism in their journey, and boost their career. We are looking for a WorkPlace Support Analyst Pleno (Field) to work in on-site microcomputing service, providing Field Services support to users and the IT infrastructure of a corporate client. The professional will be the technical reference in the field, acting in the diagnosis and resolution of incidents, equipment maintenance, and support for the physical IT infrastructure. If you connect with our way of being, join our #Simlovers team!

Responsibilities and assignments

• Perform on-site service for microcomputing incidents and requests (desktops, notebooks, printers, telephones, and peripherals).
• Install, configure, and perform troubleshooting of hardware and software.
• Diagnose and solve complex incidents not resolved remotely by the Service Desk/Help Desk.
• Perform hardware replacement and maintenance, including activation, configuration, and physical movement of equipment.
• Provide support to the physical IT infrastructure (cabling, racks, and patch panels).
• Support meeting rooms and videoconferencing, ensuring equipment functionality.
• Register, classify, prioritize, and forward tickets in the ITSM tool, keeping the user informed about the progress of requests.
• Trigger hardware warranty/support with the manufacturer and assist in the sending and receiving of equipment for technical assistance.
• Perform backup, restoration, and image updates on equipment, as necessary.
• Update and feed the knowledge base with applied procedures and solutions.
• Provide differentiated service to VIP users, when applicable.
• Support the Network Support and Server Support teams in diagnostics and local activities.

Requirements and qualifications

• Completed Higher Education in Computer Science or related areas; Fluency in English;
• Minimum of 2 years of previous experience in level 2 IT technical support (Field Services / advanced Help Desk).
• Knowledge of hardware, Windows operating systems, Office/Microsoft 365 package, applications, and mobile devices.
• Notions of networking (Wi-Fi, VPN, corporate network) and remote support tools.
• Intermediate Office package.
• Knowledge of ticket management tools;
• Good communication, proactivity, and focus on user service.
• Availability for 100% on-site work in Brooklin Novo, with occasional travel to the units in Vila Olímpia, Berrini, and Morumbi.

Differentials:

• ITIL Certification.
• Experience in serving clients in the healthcare segment.
• Knowledge of geolocation tools/Field Services management and indicator dashboards.

Additional information

✨ Check out the benefits that are part of this journey:

💰 Profit Sharing (PLR): Recognition above the market average, valuing the achievements built together.

💙 Health and Well-being

🏥 Medical and dental assistance for employees and dependents;

📲 Telemedicine without co-participation;

🧠 Mental Health and Healthy Eating Programs;

🏋️ Wellhub.

🍽️ Meal voucher or Food voucher.

🎂 Birthday Day Off.

🎓 Development:

Sim Universidade: our corporate university with courses and tracks that stimulate continuous learning and professional growth;

Educational partnerships with recognized teaching institutions.

🤝 Referral Program: Here, good referrals to work with us are recognized.