IT Operations Specialist
New
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Microsoft OfficeDocumentationNetworkingTechnical support
Requirements
- Experience supporting IT operations, service desk environments, or technical support functions.
- Strong knowledge of computer systems, networking fundamentals, operating systems, and enterprise technology environments.
- Advanced proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint.
- Technical aptitude with the ability to quickly learn and apply new technologies, systems, and operational processes.
- Experience troubleshooting hardware, software, connectivity, and user-related technical issues.
- Familiarity with IT service management processes, ticketing systems, and standard operating procedures.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Excellent attention to detail and commitment to maintaining accurate documentation.
- Customer-focused mindset with strong problem-solving and communication abilities.
- Ability to remain calm and effective during high-pressure situations and critical incidents.
- Professional written and verbal communication skills in English.
Responsibilities
- Serve as the primary point of contact for IT incidents, service requests, and technical inquiries across multiple communication channels.
- Provide Level 1 technical support for software applications, hardware devices, networking issues, and operational systems.
- Monitor service tickets to ensure timely resolution, proper prioritization, and effective escalation when required.
- Handle a high volume of user interactions while maintaining strong customer service standards and operational efficiency.
- Execute operational schedules and support activities within defined service level agreements (SLAs) and quality standards.
- Monitor systems and infrastructure to identify issues proactively and initiate corrective actions or escalations as needed.
- Develop and distribute technical communications and service status updates to stakeholders during incidents and operational events.
- Analyze incident trends, document findings, and contribute to root cause investigations and continuous improvement initiatives.
- Maintain technical documentation, knowledge base articles, user guides, and operational procedures.
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