IS Support Services Administrator

Location

São Paulo, SP | Brazil

Job description

This position will be based in (SITE), this position is responsible for the day-to-day operation of the IT Support process across the organization with the main objective to take ownership and restore normal service operation as quickly as possible and / or resolve requests according to our service level agreements to minimize the impact to business operations.

This is how your journey begins

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process with different stakeholders.
• Remediate deviation of a process for its division/department.
• Responsible for communicating opportunities for improvements with the Incident / service request Process Owner.
• Responsible to guarantee good customer satisfaction, escalate and work with different groups to guarantee customers are well-supported, and the process is improved.
• Point of contact for escalation and ownership for all Major Incidents or Critical Requests
• Responsible for the effective implementation of the process "Incident Management" and “Service Request Management” and carrying out the respective reporting procedure
• Support the definition and execution of the Strategical Projects Implementation
• Represent the second stage of escalation for Incidents or Service Requests
• Monitor the incidents and service requests to ensure that the Service Level Agreement are respected from all IT groups
• Ensure incident / service request audits and periodical reviews are in place.
• Provide guidance and training to other groups
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
• Work with different groups to coordinate and push for the shift left plan.

Required Qualifications

Skills / Abilities

• knowledge of ITSM ServiceNow
• Server / VMware – 7.0 version
• Storage
• Backup / Disaster Recovery – Veeam technology
• Patch Management
• DNS / DHCP, LAN / WIFI, WAN / SDWAN
• Proven ability to form and maintain highly effective working relationships with all levels of seniority.
• Customer Focused
• Take ownership
• Process oriented
• Ability to manage conflict and look for consensus.
• Ability to motivate and moderate people in different work contexts and cultures…. Along with the ability to motivate him/herself.
• Empathy with user and the ability to see through the customer’s eyes.
• Ability to manage complex tasks which involve technical assets as well as people.
• Communicate in a virtual, complex, and multicultural environment and to determine the audience of your peers.
• Ability to be cooperative and flexible.
• Strong work ethics and loyalty to the company.
• Relies on extensive experience and judgement to plan and accomplish goals
• Usage of Key Performance Indicators dashboards to measure and improve support quality
• Public relations \ Relationship Management for their Support needs
• Continuous IS Support processes improvement

Education

• Bachelor's degree in (Business administration/Engineering/ Computer Science or Equivalent) or at least three years in similar position
• Fluent in English (equivalent of Cambridge B1-C1).
• ITIL Certifications highly preferred.

Experience

• 2-3 years of IT related experience

Job tags

Salary