End Users Support Administrator

Technical Support Operation Manager

Design, manage, and lead the technological support operation for end users in corporate environments, including buildings, stores, and remote headquarters, ensuring the timely and efficient delivery of IT services through comprehensive helpdesk management, on-site and telephone technical support, and the administration of the computing equipment and spare parts warehouse, guaranteeing operational continuity, compliance with service level agreements (SLAs), and optimization of technological resources.

Requirements

• University studies in Systems Engineering, Information Technologies, Computing, or related fields.
• Proven experience in the administration and operation of technical support services and helpdesks for end users.
• Experience in the management and control of inventories of computing equipment, peripherals, and technological spare parts.
• Experience providing on-site and telephone technical support in corporate environments and remote headquarters.
• Experience in the follow-up, analysis, and resolution of technical incidents, ensuring operational continuity and compliance with service levels.
• Experience in end-user connectivity support, including Wi-Fi networks and Ethernet connections in workstations.
• Operational knowledge in basic network diagnosis at the user level.

Specific Knowledge

• Comprehensive helpdesk management and end-user support in corporate environments.
• Technical support operation aligned with ITIL best practices, including Incident Management, Service Requests, and SLA compliance.
• Administration and control of inventories of computing equipment, accessories, and technological spare parts.
• Analysis and continuous improvement of operational flows, technical documentation, and support systems (helpdesk and associated tools), based on experience and best practices.
• Use of ticketing tools for the registration, follow-up, and closure of incidents and requests.
• Handling of Excel, Power BI, or similar tools for operational control, follow-up, and report generation.
• Basic technical English knowledge for documentation and support of technological platforms.
• Support for corporate Wi-Fi connectivity for end users.
• Configuration and validation of Ethernet connections in workstations.
• Basic network knowledge:
• IP addressing
• DHCP
• LAN connectivity
• Interaction with network teams or providers for the resolution of connectivity incidents.
• Management and coordination of technical support providers and managed service providers (MSPs), ensuring compliance with SLAs, service quality, and alignment with business needs.

Technical Knowledge

• Diagnosis, analysis, and solution of hardware and software incidents.
• Telephone, on-site, and remote technical support to end users.
• Use of office tools in corporate environments.
• Administration and support of Windows (desktop) and macOS (macOS indispensable) operating systems.
• Installation, configuration, and maintenance of computing equipment and peripherals.
• Assignment, control, and follow-up of technological assets to users.
• Management of basic accesses, user accounts, and standard configurations.
• Operational administration of Active Directory.
• Use of System Center Configuration Manager (SCCM) for inventories, remote support, etc.
• Knowledge of network security agents and antivirus solutions.
• Control of entries, exits, and stock of the computer and spare parts warehouse.
• Documentation of procedures, incidents, and technical solutions, ensuring traceability and continuous improvement.
• Diagnosis of connectivity problems:
• Validation of network points in workstations.
• Basic network configuration in end-user equipment (Windows and macOS).
• Use of basic network diagnostic tools (ping, ipconfig/ifconfig, link tests).
• First and second-level support related to user network incidents.

Competencies and Skills

• High orientation to service and end-user attention.
• Capacity for organization, operational control, and management of multiple priorities.
• Ability to prioritize incidents and meet established response times.
• Clear and effective communication with users and internal areas.
• Ability to work in teams and focus on continuous service improvement.
• Proactivity, responsibility, and results orientation.
• Ability to analyze and coordinate the resolution of connectivity problems.
• Effective communication with network, infrastructure, and provider areas.
• Preventive approach to recurrent network incidents.
• Ability to coordinate and follow up on external providers, validating compliance with SLAs, service quality, and correct attention to end users.