Overview: This role is focused on IT support and workstation management, covering remote technical assistance, end-user service desk support, equipment preparation, asset lifecycle management, print/peripheral support, and security patching.
What are we looking for?
Technical Support and Remote Assistance: - Handling requests via OTRS — request management platform - Manage requests in accordance with the defined SLA.
- Remote diagnosis and resolution - Use of remote access tools — such as TeamViewer, AnyDesk, or another system — to resolve software and configuration incidents.
- End-user support — Service Desk - Clarification of questions regarding productivity tools — Office 365, VPN, business applications.
- Connectivity configuration - Support in configuring home/remote networks and troubleshooting VPN connections.
Workstation Preparation and Logistics - Staging: - A critical role for supporting users spread across the country, requiring accuracy in the initial setup.
- Master image preparation / provisioning - Installation of the operating system and base software — via Autopilot, MDT, or manually.
- User profile configuration - Customization of the workstation according to the employee's department and role.
- Shipping and receiving management - Logistical coordination of equipment shipment via carrier and verification of receipt by remote users.
- On-site installation — local sites - Physical setup of workstations in central offices or branches.
Asset and Lifecycle Management - ITAM: - Responsible for knowing where each asset is and what condition it is in.
- Inventory and stock control - Registration of serial numbers, models, and assignment of asset tags.
- Assignment management - Maintenance of the database — CMDB — linking each piece of equipment to its respective user.
- Preventive maintenance and upgrades - Planning battery replacements, internal cleaning, or component upgrades — RAM/SSD.
- Warranty and disposal management - Liaison with suppliers for warranty repairs and management of the recycling process for end-of-life equipment.
Print Systems and Peripheral Management: - Print server administration - Management of print queues and access permissions.
- Consumables monitoring - Management of toner and maintenance kit stocks — often through automatic alerts.
- Multifunction printer support - Configuration of Scan-to-Email and Scan-to-Folder functions.
Other Workstation Responsibilities: - Cross-functional tasks that ensure business security and continuity.
- Patching and security management - Ensure that all workstations — remote and local — receive critical security updates.
- Equipment collection — offboarding - Management of the hardware return process when an employee leaves the company.
- Technical documentation - Creation of user self-help manuals and internal procedures for the support team.
What can you expect from us?
- A permanent job contract for a long term project; - Tech equipment + SIM Card + personal smartphone; - Health and Life Insurance; - Social events and team buildings; - The commitment of letting you grow with us, and be rewarded accordingly; - A dynamic and young team that will be always there to support you; - Training in the latest technologies; - Coffee, fruits, snacks and a warm welcoming when you pass by the office.