IT Support Engineer I, Brasil (Contractor)

  • São Paulo, State of São Paulo, Brazil
  • Contract

Company Description

Who We Are:

Twitter IT is looking for an extraordinary IT Support Engineer (1 year contract) who is passionate about providing an amazing customer experience, while delivering outstanding technical support. Our team works cross functionally with our partners in IT Systems, Engineering Operations, Security, and other teams to coordinate work, handle ticket customer concerns and resolve issues. We on-board new employees, provision new hardware, and support and carry out to security standards for all Twitter employees. Ultimately we are in charge of supporting Twitter employees around the world, in over 30 offices in 15 different countries.

Job Description

Who You Are:

  • Have a high level of integrity and spirited about customer service.

  • Awesome at providing technical support, and love solving problems.

  • Excel at clearly documenting status of cases and providing updates to management, team, and end users.

  • Love details, including maintaining and updating IT documentation and procedures.

  • Understands the importance of asset inventory and how to maintain an organized help desk.

  • Love standards! Understands that consistency and an alignment to best practices helps any organization scale.

What You'll Do:

You will be a customer service and support enthusiast, working full time at our help desk and assisting our customers via in person walkup, support ticket, email, or chat as needed. Love establishing relationships with customers/business partners, and IT team members alike. You are upbeat about IT end user support, have an excellent background in Mac software and hardware troubleshooting, and have an appetite to learn about corporate IT from the ground up.

  • Provide support at our IT Help Desk, full time, during normal business hours.

  • Build and configure new hire laptops.

  • Deploy new desk setups with monitors, peripherals and VOIP phones.

  • Provision and track loaner machines.

  • Work with employees to perform computer upgrades and migrations.

  • Handle peripheral requests.

  • Receive and inventory new assets.

  • Maintain inventory counts and lifecycle of assets for new hires, refreshes and repairs.

  • Process returned assets and prepare them for reuse/recycle.

Qualifications

  • 1-2 years experience in IT Support in a professional environment.

  • Experience with support ticket management and tracking.

  • Strong customer service, problem solving and teamwork abilities.

  • Outstanding communication and social skills.

  • Technical knowledge of Mac OS 10.10.x, 10.11.x, 10.12.x, iOS and Android.

  • Basic knowledge of Windows 10.

  • Network fundamentals (laptop connectivity, VPN, printing).

  • Familiar with Google Apps (Gmail, GCal, GDocs, etc).

  • Primary knowledge of audio/video troubleshooting and support.

  • Ability to participate in a support schedule that may include after hours and weekend support.

  • Some heavy lifting required.

Additional Information

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

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