Analista Suporte Usuario I

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Overview:

Acting as a technical support analyst for MS Teams Room solution (video conference solution) and Cloud Contact Center solutions. Interaction with the customer's technical support area to support the solution. Interaction with the vendor to escalate failures and doubts.

The work schedule 12x36 hours from 17:00 to 05:00. This position will be 100% home based.

Responsibilities:

• Support demands via ITSM tool – Requests and Incidents.

• Perform troubleshooting on the components of the MS TEAMS ROOM solution and the hardware and software. In addition, the components of customer's infrastructure are included.

• Perform troubleshooting on the components of the Cloud Contact Center solution and on the hardware and software of the solution. In addition, the components of customer's infrastructure are included.

• Perform updates/configurations of equipment in the customer's tools.

• Generation of reports on the use of the MS TEAMS ROOM solution and support activities.

• Escalation of doubts and failures to the vendor in the English language, both written and voiced. Therefore, mastery of the English language.

• Interaction with the customer's technology areas to reestablish the solution, occasionally implementing workarounds to reestablish the service.

• Creation of Knowledge Base regarding the customer's environment.

• Delivery of SLA and ensure customer satisfaction.

Responsibilities:

• Currently pursuing a degree in Computer Engineering, Information Systems, Computer Science, Systems Analysis and Development, or related fields.

• Experience in direct customer support

• Knowledge in cloud environment administration (SaaS, IaaS, PaaS)

• Familiarity with video conferencing solutions, Microsoft tools, and ITSM tools

• Knowledge of Windows and Linux operating systems (Server and Client)

• Understanding of computer networks

• Fluent in Portuguese and English; intermediate in Spanish

• Excellent customer service and communication skills, both verbal and written

• Able to apply critical and logical thinking to analyze and resolve incidents

• Organized, detail-oriented, self-motivated, and capable of working with minimal supervision

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Overview:

Atuação como analista de suporte técnico para solução MS Teams  Room (video conference solution) e soluções de Contact Center em nuvem.  Interação com a área de suporte técnico do cliente para suportar a solução. Interação com o vendor para escalação de falhas e dúvidas.

A escala de trabalho 12x36 horas das 17:00 às 05:00.  Esta posição será 100% remota.

Responsibilities:

• Receber demandas via ferramenta ITSM – Requisições e Incidentes;

• Executar troubleshooting nos componentes da solução MS TEAMS ROOM e no hardware e software da solução. Além dos componentes de responsabilidade da infraestrutura do cliente;

• Executar troubleshooting nos componentes da solução de Contact Center em nuvem e no hardware e software da solução. Além dos componentes de responsabilidade da infraestrutura do cliente;

• Executar atualizações/configurações dos equipamentos nas ferramentas do cliente;

• Geração de relatórios de utilização da solução MS TEAMS ROOM e das atividades de suporte;

• Escalação de dúvidas e falhas ao vendor na língua inglesa, tanto escrito quanto por voz. Portanto domínio da língua inglesa;

• Interação com as áreas de tecnologia do cliente para restabelecimento da solução, ocasionalmente implementando workarounds para restabelecimento do serviço;

• Criação de Knowledge Base referente ao ambiente do cliente;

• Entrega de SLA e garantir a satisfação do cliente.

Requirements:

• Cursando Engenharia da Computação, Sistemas de Informação, Ciência da Computação, Análise e Desenvolvimento de Sistemas ou áreas correlatas.

• Experiência no suporte direto a clientes;

• Conhecimento em administração de ambientes de nuvem (SaaS, IaaS, PaaS);

• Conhecimentos em soluções de vídeo conferência, ferramentas Microsoft e de ITSM;

• Conhecimento nos sistemas operacionais Windows e Linux (Server e Client);

• Conhecimentos em redes de computadores;

• Português fluente, Inglês fluente e Espanhol intermediário.

• Excelente atendimento ao cliente e habilidades de comunicação, tanto verbais quanto escritas.

• Empregar pensamento crítico e lógico para analisar e solucionar incidentes.

• Organizado, orientado para os detalhes, automotivado e capaz de trabalhar com pouca supervisão.

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.