Technical Support Technician

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Conduct both corrective and preventive maintenance, as well as the installation and relocation of multifunction printers and IT equipment.

• Offer on-site assistance and, when needed, provide remote support (Remote Hands).

• Ensure adherence to service level agreements (SLAs) by documenting and tracking support tickets until they are resolved.

• Record service calls meticulously, gathering evidence, photographic documentation, and obtaining client approval.

• When necessary, escalate issues to level 3 support for further analysis and parts requisition.

• Oversee the inventory of spare parts, backup equipment, and manage reverse logistics.

• Handle travel expenses and submit expense reports in line with company policies.

• Maintain and care for the equipment and vehicle utilized for operational activities, following internal guidelines.

• Engage in technical training sessions and communicate any obstacles to the management team.

⛳️ Requirements

• High school diploma is required; a technical course or ongoing higher education in IT is preferred.

• Proven experience in providing technical field support (Field Service).

• Proficient in the maintenance and configuration of IT equipment, including desktops, laptops, printers, and peripherals.

• Familiarity with Windows operating systems and support tools is essential.

• Basic understanding of networking, cabling, and connectivity principles.

• Strong communication skills, along with good organizational and problem-solving abilities.

• Willingness to travel as required.

🏝️ Benefits

• Flexible work arrangements that promote a healthy work-life balance.

• Opportunities for professional development and ongoing skill enhancement tailored to your interests.

• A collaborative, diverse, and innovative work environment that fosters teamwork.

• Access to SONDA Academy, a learning platform designed to enhance your professional growth.

• Participation in SONDA Wellness, a program that supports your personal and professional balance, focusing on initiatives aimed at your physical, mental, and social well-being.