Técnico de Suporte em Campo II

Position Overview We are seeking a Service Desk Analyst II to provide onsite technical support within a fast-paced banking environment. This role is responsible for diagnosing and resolving hardware, software, operating system, Microsoft 365, network, and peripheral-related incidents while delivering exceptional customer service and maintaining operational efficiency. The successful candidate will support a high-volume service environment with approximately 200 daily support interactions, assisting up to two employees simultaneously at their workstation. This position requires strong troubleshooting skills, excellent organization, effective prioritization, and a strong focus on meeting established service metrics, including SLA, Average Handling Time (AHT), and Mean Time to Resolution (MTTR), without compromising service quality. Key Responsibilities Provide Level 2 onsite technical support for end users in a banking environment. Diagnose and resolve incidents related to: Windows operating systems Microsoft 365 applications and services Hardware and peripherals Network connectivity issues Software applications Perform troubleshooting and root cause analysis to resolve technical issues efficiently. Manage and document incidents, service requests, and resolutions using ServiceNow. Accurately log, update, and maintain support tickets throughout the incident lifecycle. Escalate complex technical issues to appropriate teams or leadership when necessary. Support a high-volume service desk operation while maintaining quality and responsiveness. Prioritize multiple requests and effectively manage competing priorities. Ensure compliance with established service level agreements (SLAs) and operational metrics. Deliver a positive customer experience and maintain high user satisfaction ratings. Collaborate with internal teams to support technology refresh and renewal initiatives. Provide clear communication and status updates to end users throughout the support process. Required

Experience providing Level 2 Service Desk or Desktop Support in a corporate environment. Strong knowledge of: Microsoft Windows operating systems Microsoft 365 suite Desktop and laptop hardware Networking fundamentals Printers and peripheral devices Experience troubleshooting hardware and software incidents. Experience using ServiceNow or similar IT Service Management (ITSM) platforms. Strong organizational and time management skills. Ability to prioritize workload in a fast-paced, high-demand environment. Excellent communication and customer service skills. Strong problem-solving and analytical abilities. Preferred Qualifications Experience supporting users in financial services or banking environments. Experience working in high-volume support operations. Flexibility to work varying schedules based on operational needs. Willingness to support multiple office locations when required. Proven track record of maintaining high customer satisfaction scores. Demonstrated sense of urgency and accountability in issue resolution. Additional Information Work Location: CEIC Campus Department: Technology Refresh / End-User Support Work Schedule: 9:00 AM - 6:00 PM