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Missão
As part of the IT Team, you will be responsible for supporting GANT Iberia team.
Responsibilities
End-User Support: Provide responsive and professional technical assistance to internal office users and retail staff, handling a variety of hardware, software, and connectivity issues.
• Hardware & Software Troubleshooting: Diagnose and resolve issues with Windows and macOS operating systems, Microsoft Office applications, and various business-specific software. Support for Apple products, including Macbooks, is also required.
• Network Support: Assist with basic network troubleshooting, including supporting Cisco Meraki systems and other network-related issues as required.
• Incident Management: Manage and resolve support tickets within established SLAs, escalating more complex issues to the Managed Service Provider or internal IT Service Managers as necessary.
• Onsite Presence: Maintain a strong onsite presence, providing face-to-face support and ensuring the smooth operation of IT systems in the office environment.
• Escalation Handling: Effectively handle escalations, ensuring issues are prioritized and communicated to the appropriate teams or individuals for resolution.
• Collaboration: Work closely with the IT Operations team, including external Managed Service Providers and IT Service Managers, to ensure comprehensive support and seamless operations.
• Documentation: Maintain accurate records of support requests, resolutions, and processes to improve service delivery and support knowledge management.
Perfil
- Professional background
- Language skills fluent English & Spanish, Portuguese is a plus
- Experience: At least mid-level experience in a corporate IT environment, with a solid background in providing end-user support.
- Technical Skills: Proficiency in supporting Windows and macOS operating systems, Microsoft Office suite, and basic network troubleshooting. Familiarity with Cisco Meraki is advantageous.
- Communication Skills: Strong interpersonal and communication skills, with the ability to interact effectively with end-users, technical teams, and external partners.
- Problem-Solving: Ability to independently troubleshoot and resolve most first and second level IT issues, with a clear understanding of when to escalate.
- Organizational Skills: Demonstrated ability to prioritize tasks and manage time effectively to meet support deadlines and service level agreements.
- Education & Certification: Relevant IT certifications or a degree in a related field.
- Growth Potential: Eagerness to take on additional responsibilities and opportunities for career progression within the IT department, such as moving towards a Senior IT Specialist or IT Service Manager role. Bonus points and Personal Characteristics
- Ability to work collaboratively with cross-departmental teams
- Ability to adapt to changing business needs and priorities