IT Support Analyst

The IT team is looking for his new IT Support who will be in charge of maintaining the best user experience possible for our Swilers in our Sao Paulo Office. Among this local perimeter, the IT Support will contribute with all the team, based in Sao Paulo and in France on improving our overall IT. She/He will have to deliver on projects with the team on some topics.

Requiriments:
→ Able to be autonomous on IT support to handle BR tickets in a middle term range
→ Curiosity and eager to understand, test and learn technical topics
→ Full English proficiency (B2/C1)

🔥 Your mission:
- Handle the support Level 1 and 2 for all Brazilian users
be the 1st point of contact for all IT requests in our Sao Paulo office
handle user's problems with their licences and accesses
supply teammates with small IT equipment (keyboards, mice, headsets…)
perform an advanced diagnostic on network issues and take any action necessary to resolve it permanently
- Take care of all Swilers in Sao Paulo
- Prepare and animate all IT onboardings and offboardings (hardware, software and accesses)
- Train our users to better use collaboration, communication and productivity tools
- Keep in touch with our key stakeholders team on a regular basis to incorporate their feedbacks into our backlog of projects and actions
- Maintain in good and operational state all IT equipments at the office
regularly check the status of meeting rooms, network, wifi, printers
- Maintain and update the hardware inventory (laptop, accessories, spares)
- Create and update support procedure documentation
when a new problem occurs, take the time to document how you resolved it
document the setup and configuration of the different equipments so that any other member of the IT team can contribute to problem solving
document the result of POCs you created to keep a record of what’s already been tried
- Regularly perform root cause analysis on laptops, routers, or software solutions for frequent incidents and identify some...