Technical Support Technician

SONDA

Technical Support Technician managing maintenance and installation of multifunction printers in client site. Aligning with company policies and maintaining service level agreements with effective communication.

Posted 6/9/2026full-timeFortaleza • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Corrective and preventive maintenance, installation and relocation of multifunction and multi-brand printers; general microcomputer/PC support; remote-hands support when required.
Complete all technical training provided, in accordance with company policy.
Notify the SONDA team of any difficulties in fulfilling your duties.
Escalate to the Level 3 (N3) support team when necessary; send evidence if part replacement or equipment replacement is required; request the validation code together with the requested part number from N3.
Ensure compliance with service-level agreements (SLAs) for response and resolution; provide and update the status and progress of your tickets with the ticket management team, maintaining constant communication.
Accurately and completely document all activities performed; complete the technical service report and update the ticket management app; include photographic records of the services provided to evidence completion; obtain the client’s signature/approval for the executed service as mandatory.
Manage, control and inventory parts and spares under your responsibility and any local stock (storage); request replenishment of parts, handle reverse logistics, and perform maintenance and repair of backup equipment.
Provide field service with travel to client sites for on-site support.
Manage travel expenses, complete travel and expense spreadsheets for fuel, parking, tolls, etc., and submit expense reports in accordance with company policies.
Company-leased vehicle: use only for work purposes; ensure maintenance, cleanliness and preservation of the vehicle; perform all required servicing on schedule; immediately notify SONDA management in the event of any incident or claim involving the vehicle, in accordance with company policies.
Personal vehicle: must be used for technician travel and for transporting parts, spares and backup equipment that are under the contractor’s responsibility.

Requirements

What you’ll need

Minimum education: high school diploma.
Experience in preventive and corrective maintenance of laser and multifunction printers; field service ticket handling; fault diagnosis; parts replacement; network configuration; and end-user support.
Valid driver’s license (category B or higher).
Mandatory garage/parking space to store the vehicle if the vehicle is leased by the company.

Benefits

Comp & perks

Flexible working arrangements that promote a balance between your personal and professional life.
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 that supports balance between personal and professional life, offering initiatives focused on your physical, mental and social well-being.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

preventive maintenancecorrective maintenanceinstallationrelocationfault diagnosisparts replacementnetwork configurationend-user supportticket managementmicrocomputer support

Soft Skills

communicationdocumentationproblem-solvingtime managementcustomer service

Certifications

high school diplomavalid driver’s license