Desk Side Support Engineer
On-siteSão José dos Pinhais, Paraná, Brazil
Job Summary
Monitor and control daily service call activity, utilization, and inventory levels while resolving technical problems with hardware, software, and connectivity for onsite users. Troubleshoot customer issues to maintain agreed-upon service levels, participate in the configuration and support of internal systems, and support the installation and implementation of connectivity and high-end systems products. Clear and concise documentation of all customer interactions within the appropriate CRM tool is required. Maintain knowledge levels as industry enhancements occur and adhere to assigned schedules and documented policies. Previous experience in a plant environment is a plus, with specific technical expertise needed for Zebra data collectors and Kyocera printer management.
Required Qualifications
- Previous experience working at a plant environment
- Technically experience with Zebra data collectors
- Kyocera printer management
- inventory control
- Ability to advise and to present to one or more customer staff
- Monitor and control daily service call activity
- utilization
- inventory levels
- service levels
- Exceptional customer service
- Advanced knowledge in Customer Service Aptitude
- Resolving technical problems with hardware, software and connectivity
- Troubleshooting customer issues while maintaining agreed upon service levels for customer contact
- Participate in the configuration and support of internal systems
- Ability to work effectively with Logistics
- Adherence to assigned schedule
- Adhering to documented policies, procedures and processes that are specific to the service
- Clear and concise documentation of all customer interaction within appropriate CRM tool
- Able to function in a team environment
- Maintain knowledge levels as industry enhancements occur
- Support installation and implementation of connectivity and high-end systems products
- Continuous improvement of service delivery
- Ability to juggle time and resources to meet or exceed expectations
- Sound knowledge of Advanced knowledge in Computer Hardware
- Advanced knowledge in Common Software applications
- Advanced knowledge in Microsoft Operating system
- Proficient knowledge in Printer Hardware
- Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
- Proficient knowledge in Ticketing software
- Microsoft Office & Office 365 applications
- PC/Laptop hardware
- PC/Laptop peripherals, including printers (Kyocera and Zebra)
- Mobile devices
- Active Directory
- Exchange
- Apple OS
- Network and server hardware and components
- A+ Certification
- Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
- PC/Laptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) certification
- English (written and verbal) and Local language
Desired Qualifications
- A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
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