SONDA

Process Improvement Technician

SONDA

full-time

Posted on:

Location Type: Office

Location: Pinheiros • Brazil

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Tech Stack

ServiceNow

About the role

  • Optimize outsourced printing services and desktop IT support operations.
  • Responsible for analyzing technical and operational processes, ensuring SLA effectiveness, standardizing support activities, reducing rework, and increasing the productivity of field and back-office teams.
  • Work in partnership with Service Desk, Field Service, Technical Support, Supply Logistics, Sales, and Quality teams to ensure customer services meet agreed levels and that operations are continuously improving.

Requirements

  • High school diploma.
  • Basic technical knowledge of printers, MFPs, drivers, networks, and printing protocols.
  • Knowledge of desktop hardware and software (Windows, Microsoft Office, troubleshooting).
  • Intermediate to advanced Excel skills.
  • Power BI experience is desirable.
  • Familiarity with ticketing systems (GLPI, ServiceNow, OTRS, Freshdesk, etc.).
Benefits
  • Flexible working arrangements to support work–life balance.
  • Professional development and ongoing skills growth aligned with your interests.
  • A collaborative, diverse, and innovative environment that encourages teamwork.
  • SONDA Academy: a learning platform designed to maximize your professional development.
  • SONDA Wellness: a program aimed at supporting your work–life balance through initiatives focused on physical, mental, and social well‑being.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical knowledge of printersMFPsdriversnetworksprinting protocolsdesktop hardwaredesktop softwaretroubleshootingExcelPower BI
Soft Skills
analytical skillsoperational process analysiscustomer serviceteam collaborationcontinuous improvement
Certifications
high school diploma