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.