Field Services Analyst II

SENIOR FIELD SERVICES ANALYST

Key Responsibilities:

- Handling medium and high-complexity tickets (requests and incidents), both on-site and remotely, related to hardware, software, networks, and peripherals.

- Installation, configuration, and maintenance of desktops, laptops, printers, data collectors, scanners, and other IT equipment.

- Support for local network infrastructure, including connectivity testing, structured cabling, switches, network ports, and telecommunications troubleshooting.

- Administration and support of Windows operating systems, Microsoft Office suite, antivirus software, and corporate applications.

- Management of critical incidents, ensuring rapid root cause identification and environment restoration.

- Technical oversight at airports during renovations, expansions, and the opening of new bases, acting as the IT focal point for involved departments.

- Support for rollout projects, equipment migration, deployment of new units, and operational layout changes.

- Oversight of telecommunications and network infrastructure projects, ensuring technical alignment, delivery quality, and adherence to corporate standards.

- Inventory control of assets and contracted services at airports, such as network ports, telephony, links, and allocation of technical spaces.

- Evaluation and cancellation of unnecessary operational services, aiming for cost reduction and resource optimization.

- Supervision of vendors and third parties performing technical activities within operations.

- Support for collaboration tools, video conferencing, and meeting rooms.

- Implementation of information security procedures, corporate policies, and IT compliance.

- Preparation of technical reports, service metrics, SLA monitoring, and process documentation.

- Consultative engagement with clients and serving as a technical reference for junior analysts and technicians, contributing to continuous operational improvement.

Requirements:

- Advanced knowledge of the Microsoft Office suite, with a primary focus on Excel and PowerPoint.

- Completed or ongoing bachelor's degree in Computer Networks, Information Technology, Information Systems, or related fields.

- Experience with hardware and software support in a corporate environment.

- Knowledge of project management and monitoring.

- Ability to create and interpret flowcharts and operational processes.

- Knowledge of ServiceNow or other ITSM tools for handling tickets, requests, and incidents is desirable.

- Networking knowledge for troubleshooting when necessary, including connectivity, switches, network ports, and telecommunications.

- Knowledge of IT equipment for diagnosing and resolving failures when necessary.

Job Details:

- Schedule: MON-FRI | 08:00 AM - 05:00 PM | (1-hour break);

- Location: Alphaville Industrial, Barueri - SP.