Field Support Analyst

Field Support Analyst

Role Overview

We are looking for a hands-on Field Support Analyst with strong experience in end-user support, SLA management, device troubleshooting, and asset management. This role is responsible for providing on-site technical assistance, maintaining hardware inventory, and ensuring high-quality support for laptops, desktops, handheld devices, printers, and Mac/Windows environments.

The ideal candidate has solid experience with Desk Side Services, AMT Asset Management Software, and hardware lifecycle management, along with intermediate English communication skills.

Key Responsibilities

• Provide on-site user support for hardware, software, and network-related issues.
• Troubleshoot and support Windows PCs, laptops, printers, handheld devices, and Mac hardware.
• Manage and maintain hardware inventory using AMT Asset Management Software.
• Ensure SLA compliance, timely incident resolution, and professional user interaction.
• Handle ticket management within IT service management (ITSM) or ticketing systems.
• Perform asset lifecycle management, including deployment, replacement, upgrades, and retirement of devices.
• Support peripheral devices (printers, scanners, docking stations, monitors).
• Document issues, solutions, and updates within the ticketing system.
• Collaborate with other IT teams to escalate complex issues when required.
• Maintain hardware standards and follow defined IT policies and procedures.

Required Qualifications

• Proven experience in User Support / Field Support / Desk Side Support.
• Experience with SLA management and IT service delivery operations.
• Strong hands-on experience with Windows PCs and hardware troubleshooting.
• Experience with asset management and AMT Asset Management Software.
• Experience supporting printers, laptops, desktops, and mobile/handheld devices.
• Knowledge of Mac hardware management.
• Experience with ticketing systems (ServiceNow, Jira, Remedy, etc.).
• Ability to prioritize tasks and work under defined SLAs.
• Intermediate English proficiency (written and spoken).

Preferred Skills (Nice to Have)

• Knowledge of ITIL processes (Incidents, Requests, SLAs).
• Experience with imaging, deployments, and hardware rollouts.
• Familiarity with networking basics (Wi-Fi troubleshooting, cabling, IP configuration).
• Strong communication and customer service skills.

Ideal Candidate Profile

• Proactive, organized, and customer-focused.
• Strong troubleshooting mindset with attention to detail.
• Comfortable working independently and in on-site environments.

Igualdade & Oportunidade para Todos

Representando 165 nacionalidades em todo o mundo, nos orgulhamos de ser um empregador que oferece igualdade de oportunidades, comprometido em fornecer oportunidades iguais de emprego a todos os candidatos e funcionários, independentemente de raça, religião, sexo, cor, idade, nacionalidade, gravidez, orientação sexual, deficiência física ou informações genéticas, ou qualquer outra classificação protegida, de acordo com as leis federais, estaduais e/ou locais.