Provide technical support for end-user computing and Field Services, focusing on VIP users and ensuring excellent service, professional conduct, and efficient resolution of critical incidents.
Perform on-site and remote technical support for end-user computing (desktops, laptops, peripherals, printers, mobile devices).
Provide basic to intermediate network support (connectivity, network access, initial troubleshooting).
Serve VIP users directly, requiring clear communication, appropriate demeanor, and a high level of responsibility.
Communicate proactively with users, vendors, and internal teams (phone, in-person, and support systems).
Manage and prioritize critical tickets, ensuring SLA compliance and high-quality service.
Act in crisis situations with rapid analysis, decision-making, and assertive communication.
Track and manage IT assets (delivery, retrieval, replacements, and basic inventory).
Coordinate and engage vendors and third-party providers when necessary.
Handle and follow up on ticket backlog to ensure operational flow.
Contribute to the creation, review, and execution of operational procedures and support processes.
Operate in accordance with client and company-defined quality standards and service best practices.
Support continuous improvement of support processes and user experience.

Minimum of 3 years of Field Services experience.
Experience supporting VIP users.
Intermediate knowledge of support processes and ITSM.
ITIL certification.
Experience in crisis management.
Completed or in-progress degree in Systems Analysis, Computer Science, Data Processing, Information Systems, Informatics, Computer Engineering, or other Information Technology–related fields.

Health insurance.
Dental insurance.
Life insurance: provided to the employee at no cost, including funeral assistance and a birth/baby package, according to the insurer's specific rules.
Meal allowance or food voucher.
Transportation voucher: provided for the commute between home and work; 6% of the salary will be deducted monthly, limited to the benefit amount (optional).
Birthday day off: the employee is granted a day off for their birthday, to be used on the birthday date and/or within the birth month.
Partnerships and discounts (educational institutions, gyms, language schools, etc.).
Workplace exercise/stretching sessions (occupational gymnastics).

Technical Support Analyst, Mid-level

Key skills