Senior IT Support Specialist

About the IT team

The IT team is looking for his new Senior IT Support Specialist who will be in charge of maintaining the best user experience possible for our Swilers of Brazil (Sao Paulo and remote). Among this local perimeter, the Senior IT Support Specialist will contribute with all the team, based in France on improving our overall IT. He/She will have to deliver on projects, improve our processes and sometimes give a hand to the team on some topics.

Aside the operational activities, He/She will have to manage the budget for Brazil, and collaborate with managers to provide the appropriate level of IT services and support.

🔥 Your mission

• Handle the support Level 1 and 2 for all Brazilian tickets
• Management of tickets (assignation, categorization, followup)
• Maintain and update the hardware inventory (laptop, accessories, spare)
• Create and update support procedure documentation
• Regularly perform a root cause analysis for frequent incident and identify some patchs to avoid new attempt, reduce the occurence or find workaround to fix it more rapidly.
• Prepare and animate all IT onboardings and offboardings (hardware, software and accesses)
• Ensure the training of our users to better use collaboration, communication and productivity tools
• Maintain in good and operational state all IT equipments at the office (meeting rooms, network, printers)
• Deliver on the IT roadmap and on various IT projects
• Contribute on the continuous improvement by suggesting process updates, automations, limit the IT obsolescence, etc.

👩🏼‍🔬 The perfect candidate

• Senior: at least 3 years of experience on a similar position.
• Autonomous and problem solver: you are not afraid by being the only one for IT in Brazil and are confident to find solutions.
• Team-Player: you’ll be the first contact for all Swilers in Brazil and will have to collaborate with many people, including the IT team with you can share and cowork remotely.
• Precise and well organized: you ensure an accurate asset management and have a proper sense of priorities.
• Technical and passionate: you aim to understand the root cause of the situation you encounter. You are motivated to discover and learn new technologies, and you are not afraid by doing things, experiment and test.
• Professional English mandatory
• On-site position in Sao Paulo

💻 Our stack

• Offices in Brazil and France
• Laptop PC & Mac (1000 laptops + 250 smartphones)
• SaaS: Google Workspace, Slack, Notion...