Coordenador de Suporte Técnico liderando time para entregar soluções de hospedagem. Atuando na melhoria de processos e interação com clientes estratégicos.
About the role
- Act as the Tier 2 escalation point for the help desk team, managing complex incidents requiring advanced troubleshooting
- Provide expert hands-on support for Windows 11 PCs, Mac devices, laptops, desktops, printers, and peripherals
- Troubleshoot and resolve software issues, including Microsoft 365, Outlook, Teams, SharePoint, and other core business tools
- Administer Active Directory and Microsoft 365: create, modify, and manage user accounts, passwords, and permissions
- Configure, deploy, and maintain new user devices in compliance with company standards and security requirements
- Perform system patching, updates, and endpoint maintenance across devices
- Assist with employee onboarding/offboarding processes including provisioning, access management, and equipment handling
- Support and maintain workflows and user issues within Hyland OnBase Workflow and WorkView, including troubleshooting end-user access and process issues
- Provide functional support for Revenue Manager and Cerner applications, coordinating with vendor support as needed to resolve incidents and maintain uptime
- Document all incidents, resolutions, and procedures in the IT ticketing system and knowledge base
- Collaborate with other IT staff to identify recurring technical problems and implement process improvements
- Provide remote user support and coordinate resolutions for other office locations as required
Requirements
- Bachelor’s degree in Information Technology or related discipline or 3+ years of experience in technical field
- 4-6 years of hands-on experience in desktop/user support within a corporate environment
- Strong working knowledge of Windows 11, macOS, Microsoft 365, SharePoint, Intune, and endpoint management tools
- Proven ability to support remote users and troubleshoot VPN or remote connectivity issues
- Strong analytical, documentation, and problem-solving skills
- Ability to work independently while managing multiple concurrent support requests
- Excellent communication skills and customer-service abilities with a professional and patient demeanor
- Lifting/Carrying at least 35 to 50 pounds; pulling, bending, stopping, crouching, and kneeling are required occasionally (under 1/3 of the workday)
- Certifications such as CompTIA A+, Network+, or Microsoft MD-102/ M365 Certified: Modern Desktop Administrator preferred
- Hands-on experience with Active Directory, Intune, Exchange Online, and Service Desk tools (ManageEngine, Freshservice, etc.) preferred
- Exposure to Hyland OnBase Workflow and WorkView, Revenue Manager, and Cerner applications preferred
- Previous experience in healthcare, financial, or regulated industries (HIPAA, SOC 2, etc.) preferred
Benefits
- Access to a 401(k) Retirement Savings Plan
- Comprehensive Medical, Dental, and Vision Coverage
- Paid Time Off
- Paid Holidays
- Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
BT
Blue TechnologyLevel 3 Support Analyst
Technical Support Analyst ensuring stability of critical operations and projects that impact many people in Brazil. Join Blue Technology to work in a dynamic and innovative environment.
TG
Ten Lifestyle GroupJunior Support Engineer
Junior Support Engineer resolving technical issues for Ten's EMEA support team. Triage, resolve, and improve support solutions for client satisfaction in Cape Town.
Support Analyst role resolving customer inquiries and IT issues within a global support team. Responsibilities include managing tickets, assisting customers, and troubleshooting systems.
Technical Support Engineer assisting developers using Cloudflare’s products. Troubleshooting issues and ensuring smooth development experiences on the platform.
CY
Customer Experience Agent providing technical support to users via multiple channels. Collaborating with teams and managing customer interactions for improved satisfaction and reduced churn risk.
GI
Groupe InterwayLevel 2 IT Support Technician
Technicien support informatique N2 at ESDI, assisting users and managing technical issues. Supporting clients by providing solutions and managing IT services.
SO
SophosIT Support Engineer
IT Support Engineer ensuring effective IT support for over 5,000 users within the organization. Focusing on hardware, software troubleshooting, adhering to regulatory controls and maintaining customer satisfaction.
SA
SartoriusSoftware Support Engineer
Software Support & Development Engineer delivering high - quality technical support and innovative software solutions for the pharmaceutical and biotech industry. Engaging customers, resolving issues, and driving product quality improvements.
SO
Technical Support Analyst providing first - level technical support to clients in Campo Grande, Brazil. Focused on problem - solving related to software applications used by customers.