Veeva Systems is looking for an IT Engineer (End User Services) to support our employees in the Sao Paulo, Brazil office and throughout Latin America.
The successful candidate will be someone with a broad skillset / background in the field of End User Support and IT Infrastructure.
You should be a self-starter who can balance day-to-day operations with speed and efficiency while still planning and working towards long-term goals.
Your day-to-day role will be very hands-on managing end-to-end desktop support, from procurement to deployment, and ensuring our employees have the IT services and support they need to be productive.
You will be a part of the larger End User Services in the Americas. We are looking for someone with a strong service focus and customer-first mentality who wants to grow their career alongside the rest of the business in the region.
What You'll Do
Interact with internal clients to help resolve all levels of IT-related issues and provide answers in a timely manner.
IT account and asset management for onboarding / offboarding of employees.
Diagnosis and repair of end-user devices.
IT ticket management.
Resolution of escalated technical IT matters.
Manage and deploy corporate PCs / Macs.
Support company events.
Coordinate warranty repairs.
Ship, recycle, and dispose of devices using defined processes.
Assist in the management of hosted IT applications (Google GSuite, Egnyte, Zoom, Okta, etc.).
Participate in staffing the Virtual Walk-up (open Zoom Room) for end-users that need help.
Provide on-call weekend support as needed.
Look for ways to improve current processes and make suggestions for improvements.
Able to travel throughout North and South America.
Must speak fluent English.
3+ years of experience in a desktop support role within a global organization across multiple regions and time zones.
Excellent verbal / written communication.
Experience in supporting Microsoft Windows, macOS, and ChromeOS.
Experience with GSuite and Office365.
Can troubleshoot hardware / software issues for Windows and Apple devices.
Can perform software installations and upgrades for various types of applications.
Excellent verbal and interpersonal skills.
Shows a history of giving excellent customer service and focus.
Highly motivated individual with experience getting things done in a fast-paced environment.
Nice to Have
ITIL, CompTIA, and / or Microsoft certifications.
Knowledge of general IT security controls and best practices
Experience documenting IT applications and training users
Cisco Meraki operational experience
Knowledge of asset management best practices.
Previous experience with cloud / SaaS and / or virtualization technologies