Senior ITI Analyst / Deskside Support Architect

The professional will be the local Subject Matter Expert (SME) of Modern Workplace 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 will setup/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 with Microsoft Windows 10 and Office365.

• Knowledge of Windows PowerShell scripting.

• Virtual Desktop Infrastructure (VDI) experience is a 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 applications and hardware with escalation to global support teams.

• Support on development of work guidelines, procedures and policies.

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

• Ability to work with multiple projects/tasks simultaneously.

• Support to deploy all 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 and laptops in accordance with global defined standards.

• Ability to respond to complex and higher-level user issues, performs software installations, provides end user training on complex and higher-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 of customer problems and requirements.

• End-user computing support: mobile devices (IOS and Android), multifunction printers, 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 sponsors in order to drive product adoption and ensure they leverage the solution to achieve full business value.

• Propose/Implement complete workplace technical solutions and improve processes and policies.

• Ensure that issues are delivered properly to local and global management.

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

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

Job Requirements:

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

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

• Advanced knowledge and experience in Microsoft O365, Windows 10, collaboration products, virtual meeting tools, audi-video equipaments, and mobile services support.

• Solid troubleshooting skills.

• Fluency in Portuguese and English is mandatory.

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

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

• ITIL certification.

• Advanced understanding of SCCM and best practices using 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 global meetings.

• 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 all departament.

• 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.