Job Description
LOCATION: SAO PAULO - Hybrid role
Key Responsibilities
End-User Support
- Provide end-user-facing support for hardware and software issues within computer systems, including MACs and Windows devices (desktops, laptops, printers, and mobile phones/apps).
- Respond to end-user product-related questions for all supported hardware, software, and applications as defined by the client.
Technical Expertise
- Perform configuration, installation, and troubleshooting for desktops (MAC and PC), laptops, printers, and mobile applications.
- Analyze problems to identify root causes and provide corrective actions.
- Recommend solutions for client application and account-related issues.
Service Management & Tools
- Work on the ServiceNow ticketing tool, updating incidents with detailed notes (e.g., troubleshooting steps).
- Add Knowledge Base articles where applicable, i...