Technical Support Analyst

Location: Brazil

Position Type: Full – Time (Remote Work)

Work Schedule: Flexible

Job Description

Provides first-level support to clients in the U.S., Brazil and LATAM. Accepts and logs all support calls, provides firstlevel research and resolution, and may refer to second-level support when higher skills are required to resolve the issue.

Role and Responsibilities

These responsibilities include but are not limited to:

Training phase:

  • Visits to the field during first months
  • Spend time with the IT PM Commissioning/Customer Support Manager and Support team, to know the types of calls without answering the phone calls at the beginning.
  • Check parameters, spot problems between site backups or database backups

After training completion:

  • Respond to customer support inquiries & update the ticket tracking system
  • Support by Telephone or out-of-town on-site support of software installation, and configuration, as well as network and application software support.
  • Follow-up internally & externally
Qualifications and Education Requirements
  • Years of relevant experience: 0 – 2 years
  • Education: Associate’s Degree (or other 2-year degree) or Bachelor’s Degree in Computer Science, Mechanical, Mechatronic or Electrical.
  • Willingness to travel
  • Bilingual (Portuguese and English). Spanish a plus
  • Possess a valid work/travel US Visa
  • Willingness to work evening hours
  • Troubleshooting techniques and procedures using Windows OS, Windows Terminal services, PC desktop knowledge, networks, and PC (Windows domain) architecture
  • Experience with MS SQL Server is desirable
  • Some “hands-on” knowledge of electrical/electronic circuits, computer I/O modules and process concepts is highly desired
  • Ease of learning, ambitions toward network or controls engineering
Winning Behaviors, competencies, skills
  • Ability to adapt to changing technical specifications
  • Results-oriented
  • Instructing non-technical users to do something with business applications
  • Service Orientation
  • Ability to solve problems using critical thinking
  • Team players able to get along with co-workers
  • Good communication skills
  • Knowledge in robotics and automation
Physical Demands
  • Ability to wear Personal Protective Equipment (PPE) (Eye and Face Protection, Respirator) when needed

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