Technical Support Technician

SONDA

Technical Support Technician providing on-site technical assistance to users in the Morumbi region. Ensuring service levels are maintained through quality support and technical solutions.

Posted 6/30/2026full-timeMorumbi • 🇧🇷 BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing on-site technical support, including hardware and software troubleshooting for Windows and Apple devices, while ensuring compliance with service level agreements. Proficient in system imaging, network infrastructure support, and effective ticket management using service management tools.

Highest-signal resume keywords

Technical SupportWindows 10/11 ProficiencyApple Device SupportTicketing Systems ExperienceNetwork Infrastructure Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System ImagingHardware MaintenanceSoftware TroubleshootingNetwork CablingDevice ConfigurationThermal Printer SupportLabel Printer SupportClient-Server NetworkingIncident ManagementSLA Compliance

Soft Skills

Excellent CommunicationCollaborative MindsetOrganizedProactiveKnowledge Sharing

Tools & Technologies

ServiceNowGLPIOTRSMacOSIPhoneIPadAndroid Tablets

Certifications & Qualifications

ITIL FoundationMicrosoft Certifications

Industry Keywords

Field Technical SupportHealthcare SupportOn-Call ShiftsService Best Practices

Tech Stack

Tools & technologies

AndroidMacOSServiceNow

About the role

Key responsibilities & impact

Provide on-site technical support to end users, ensuring high-quality service and compliance with service level agreements (SLAs).
Perform corrective and preventive maintenance on desktops, laptops, servers, thermal printers, label printers and other IT equipment.
Support Apple devices (macOS, iPhone and iPad) and Android tablets.
Diagnose and resolve hardware and software incidents, including Windows 10/11 and Microsoft Office issues.
Perform system formatting, image deployment and device configuration.
Log, track and update tickets in a service management tool, keeping clear and detailed information throughout the support lifecycle.
Provide network infrastructure support, including structured cabling, rack organization and remote hands on routers and switches.
Assist the technical team in resolving high-complexity incidents, sharing knowledge and contributing to the development of technical procedures.
Maintain organization, control and proper handling of parts, equipment and IT assets.
Participate in on-call shifts when required, ensuring continuity of services.
Act with a consultative approach, focusing on customer satisfaction and continuous improvement of support processes.

Requirements

What you’ll need

Bachelor's degree in Computer Science, Information Technology or a related field.
Experience in field technical support, preferably in healthcare/hospital environments.
Knowledge of maintenance and support for microcomputer hardware and software (desktops, laptops and servers).
Experience with support and maintenance of thermal printers and label printers.
Proficiency in Windows 10/11, Microsoft Office, system imaging and deployments.
Knowledge of client-server networking, structured cabling, routers, switches and remote hands activities.
Experience supporting Apple devices (macOS, iPhone and iPad) and Android tablets.
Experience with ticketing systems such as ServiceNow, GLPI or OTRS.
Familiarity with service best practices, incident management and SLA compliance.
Technical certifications such as ITIL Foundation, Microsoft or similar are a plus.
Excellent communication skills, collaborative mindset, organized, proactive and able to share knowledge with the team.
Availability to work an 8x5 schedule and participate in on-call shifts when required.

Benefits

Comp & perks

Flexible work arrangements to support a healthy work-life balance.
Professional development and continuous growth of your skills, aligned with your interests.
A collaborative, diverse and innovative environment that encourages teamwork.