Deskside Technician II - Bilingual Portuguese / English

Exploring the Job Role of a Bilingual Deskside Technician - Portuguese 

Discover the key responsibilities and advantages of being a remote trilingual helpdesk technician proficient in English, and Portuguese.

Job Responsibilities:

• Providing technical support to customers in English, and Portuguese.
• Troubleshooting hardware and software issues.
• Perform Onsite Desktop Support tasks according to Standard Operating Procedures (SOPs).
  Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team.
  Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
  Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Onsite Desktop Support system.  
  Perform tasks related to Onsite Desktop Support  support in acquisition integrations
  Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance.
  Maintain the Configuration Management Data Base (CMDB) within the Onsite Desktop Support system ensuring accurate IT inventory documentation.
  Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services.
  Maintain the Configuration Management Data Base (CMDB) within the Onsite Desktop Support system ensuring accurate IT inventory documentation, IT stock management.
  Perform timely activities related to the PC lifecycle: Install, Move, Add, Change, Refresh, Stock, Dispose.
  Implement, configure, troubleshoot and maintain network printer/scanner MFD.
  Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
  Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
  Obtain approval and purchase hardware and software as required or requested.
  Perform the VIP support on site when requested.
  Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Onsite Desktop Support activities.    
  Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
  Resolves questions or problems, referring only complex issues to higher level.  Some evaluation, originality and ingenuity are required. Will participate in projects that are large scale deployments of client support level software or hardware.
  Identify needs for end user training / tutorials and deliver them.
  Perform other duties as assigned by the Service Delivery Management Teams.

Required Skills:

• Fluency in reading, writing, speaking, & understanding English, and Portuguese.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities over the phone, chat, & email.
• Proficiency in using helpdesk software and remote desktop tools such as Remote Desktop Connection, VPN's, MS Office 365, ETC.
• Ability to work independently and prioritize tasks effectively

• Minimum 3 years of experience in related IT roles
• Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications\trainings)
• Proven TCP/IP and networking knowledge and work experience (ICND1)
• PC Desktop/Laptop hardware knowledge at professional level
• Audio/Video equipment support experience