Sr ITI Analyst /Deskside Support Architect

Job Title

Job Description

 The professional will propose/implement IT Workplace solutions such as: collaboration, desktop, mobile and other end user solutions. He or She will interact with internal customers including Senior Executives to collect needs, wishes and transform them into technical solutions. The candidate must have exceptional customer relationship, customer centric and communication skills with a passion for delivering amazing customer experiences. The candidate must be use to work in a fast-paced, high technology environment with demanding internal customers. 

The professional will be the local Subject Matter Expert (SME) ofModernWorkplace technologies and as such will be an escalation point for complex user and application performance issues captured by the service desk, and will represent the regional team on global conference calls.He or She willsetup/support computers (desktop and laptop), printers and mobile devices, support a wide range of users - troubleshooting both hardware and software related issues. 

Key Responsibilities and Accountabilities: 

• Experience as a solution architect withMicrosoft Windows 10 andOffice365. 

• Knowledge of Windows PowerShell scripting. 

• VirtualDesktopInfrastructure (VDI)experienceisa plus. 

• Ensures that all phases of support, including installations, upgrades, software, hardware, operating systems and configurations are properly coordinated, monitored, tracked and resolved. 

• Provide local support for applicationsand hardwarewith escalation to global support teams. 

• Support ondevelopment ofwork guidelines, procedures and policies. 

• Willingness to follow processes, such as technical change management and escalation procedures.  

• Ability to work withmultiple projects/tasks simultaneously. 

• Support to deployall workstation and laptop builds for new users, maintaining laptop/workstation equipment inventory, and assisting with lifecycle planning and hardware refresh projects. 

• Responsible for managing the day to day virus and security patching of workstations andlaptops in accordance withglobaldefined standards. 

• Ability torespond to complex andhigher-level user issues, performs software installations, provides end user training on complex andhigher-level system functionality and features,assists in the deployment and testing of hardware peripherals and 3rd party software applications. 

• Subject Matter Expert (SME) of the desktop/laptop computing environment and as such will be an escalation point for complex user and application performance issues captured by the service desk or field services. 

• Analysis/Evaluation/Identification ofcustomerproblems andrequirements. 

• End-user computing support:mobile devices (IOS andAndroid),multifunctionprinters,meeting rooms (audio and video devices). 

• Serve as the voice of the internal customer and provide internal feedback on how IT Infrastructure can better serve its client base. 

• Communicate projects and deliveries status to internal customers and upper Executives. 

• Be alert to identify opportunities of improvement in our workplace environment. 

• Keep the workplace environment on par with the latest technological developments. 

• Develop a trusted relationship with internal customer, stakeholders and executive sponsorsin orderto drive product adoption and ensure they leverage the solution to achieve full businessvalue. 

• Propose/Implement complete workplace technical solutions andimprove processes andpolicies. 

• Ensure that issues aredelivered properly to local and globalmanagement. 

• Aid in the analysis/requirements gathering, design, configuration, implementation/testing, and support of workplacesolutions. 

• Develop clear and concise documentation for internal customers and support teams. 

Job Requirements: 

• Bachelor's degree in computer science, information technology or relatedareas. 

• Demonstrated experience in customer experience (CX), user experience (UX), or specialization in IT End User Support / Desktop Management Environment related area. 

• Advancedknowledge and experienceinMicrosoft O365, Windows 10,collaboration products, virtual meeting tools,audi-videoequipaments, and mobile services support. 

• Solid troubleshooting skills. 

• Fluency inPortuguese andEnglish is mandatory. 

• Excellent communication (verbal and written), organization, project management,time/prioritize management, team playerskills. 

• Ability to work independently and as a member of a team. 

• ITILcertification.  

• Advanced understanding of SCCM and best practicesusing this tool. 

• Ability to solve complex problems and deal with a variety of situations where only limited standards may exist and critical thinking is needed for effective resolutions. 

• Ability to work in a “team” environment; friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. 

• Ability to participate confidently in local and globalmeetings. 

• Proactively communicating and collaborating with external and internal business colleagues to analyze information needs and functional requirements. 

• Aid in the analysis/requirements gathering, design, configuration, implementation/testing, and support of collaboration solutions. 

• Troubleshoot issues; document findings/root cause/solutions/fixes and work within team. 

• Contribute to the improvement of processes and policies within alldepartament. 

• Project management and team leadership experience. 

• Experience in Design Thinking desired. 

• Familiar with Agile process desired. 

• Demonstrated ability to innovate and explain IT concepts to non-IT stakeholders 

We believe that Diversity and different perspectives enrich our world and our efforts. All are welcome to apply for Rabobank Brasil vacancies.