Field Services Analyst III

In-person at: Campinas/SP

- Handling medium to high complexity calls (requests and incidents), both in-person and remotely, related to hardware, software, networks, and peripherals.

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

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

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

- Acting on critical incidents, ensuring rapid identification of the root cause and restoration of the environment.

- Technical monitoring at airports during renovations, expansions, and opening of new bases, acting as the IT focal point with involved areas.

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

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

- Control of asset inventory and contracted services at airports, such as network points, telephony, links, and assignment of technical spaces.

- Evaluation and cancellation of services that are not necessary for operations, seeking cost reduction and resource optimization.

- Monitoring of suppliers and third parties in technical activities within the operation.

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

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

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

- Consulting role with the client and technical support reference for analysts and technicians from previous levels, contributing to continuous improvement of operations.

Requirements:

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

• Completed or ongoing higher education in Computer Networks, Information Technology, Information Systems, or related areas.

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

• Knowledge in project management and monitoring.

• Ability to create and interpret flowcharts and operational processes.

• Desirable knowledge in ServiceNow or other ITSM tools for handling calls, requests, and incidents.

• Knowledge in networks for troubleshooting when necessary, including connectivity, switches, network points, and telecom.

• Knowledge in IT equipment for diagnosis and resolution of failures when necessary.