Técnico Soportista

About the role

The Technical Support Technician will provide first‑level IT assistance to Grupo Dökka employees, ensuring timely and user‑focused service. The role combines remote and on‑site support, incident management, and adherence to Service Level Agreements.

Key responsibilities

• Receive and resolve incidents and service requests via corporate tools (UContact, JIRA) following ITIL guidelines.
• Configure, install, maintain, and support Windows and macOS workstations.
• Perform basic hardware and software diagnostics on POS terminals, displays, keyboards, scanners, handheld devices, mobile devices (MDM), and printers.
• Set up and troubleshoot network printers, VPN connections, and authentication.
• Maintain inventory records, conduct preventive maintenance, and manage warranties.
• Provide field and remote support, escalating complex cases to specialized technicians.
• Assist with equipment installation during new store openings or remodels and monitor basic network performance.
• Document all cases in the knowledge base and meet defined performance indicators and SLA targets.

Required profile

• High school diploma or equivalent technical training.
• Experience in a Service Desk or user‑support environment, preferably in retail or corporate settings.
• Ability to stay calm under pressure and communicate effectively with internal and external customers.

Required skills

• Proficiency with Windows and macOS operating systems.
• Knowledge of VPN configuration and network troubleshooting.
• Experience configuring printers, POS systems, scanners, and handheld devices.
• Familiarity with Mobile Device Management (MDM) solutions.
• Use of ticketing tools such as JIRA and UContact.
• Understanding of ITIL incident management processes.
• Basic hardware diagnostics and software installation skills.
• Inventory management and preventive maintenance capabilities.