As a bilingual Service Engineering Specialist, you will be responsible to give the best tech support experience to our employees. Delivering and managing services, processes, and activities to solve technical issues on computer hardware, software, and network connectivity. Constantly improving our current procedures, implementing relevant Innovation & Engineering standards to optimize the performance and deliver the best support experience.
Provide and deliver services and the required support regarding the offered and consumed IT products catalogue assuring its integrity and performance.
Work with the relevant partners to guarantee that the service delivery from internal/external providers are in line with the IT outcomes and levels of risk and resilience. Ensure that the maintenance of operational processes and/or interfaces are preserved in accordance with the agreed standards.
Support efficient performance by ensuring that all activities adhere to the relevant processes, procedures and standards.
Manage the service performance and reporting related to the services and products offered.
Draw meaningful insights from the data and the customer engagement, delivering reiterative solutions and continuous improvements to protect, evolve, enhance and optimize services; products offered; and customer experience.
Develop deep knowledge of your E2E Service Model, building and handling collaborative relationships and effective Ways of Working to improve value of underpinning Resources (Technology, Contracts, People); simplify and optimize delivery, and enhance the products offered.
Lead in the development, maintenance and dissemination of Knowledge and Communications required by Customers and Support channels to effectively adopt, consume and support changing Products and Services.
Develop leadership skills through activity, supplier and resource management; identification and support of the team development needs, and mentoring – with a focus on enabling the success of others.
Education, experience and skills required:
Bachelor's degree in computer science or relevant fields and/or 10 years’ experience with IT infrastructure support services coordination.
Certification on market service delivery standards (ITIL) and/or SCRUM framework (Agile).
Fluent Portuguese and English, basic/intermediate Spanish.
Team player and ability to deal with dynamic and complex environment.
People oriented and committed to customer satisfaction.
Travel availability national and international.