Provide technical support to users both remotely and on-site;
Support and maintain microcomputing equipment (desktops, laptops, tablets, and peripherals);
Install, configure, and diagnose issues in Windows, Linux/Unix and macOS operating systems;
Provide support for mobile devices (smartphones, iPhones, and tablets);
Handle matters related to landline and mobile telephony and audio/video conferencing equipment;
Analyze, diagnose, and resolve technical incidents;
Log, track, and update tickets in the service desk/ticketing system;
Ensure compliance with procedures and service level agreements (SLAs);
Guide users on the proper use of equipment and systems;
Escalate requests to the responsible teams when necessary;
Document applied solutions and keep the knowledge base up to date.

Knowledge of Windows 10/11 and macOS operating systems;
Experience providing technical support for IT equipment (hardware, software, and operating systems);
Experience with maintenance, configuration, and diagnostics of desktops, laptops, and peripherals;
Knowledge of mobile telephony support (smartphones/iPhone);
Experience with video conferencing equipment and tools;
Experience providing end-user support remotely and/or on-site;
Experience opening, tracking, and resolving support tickets;
Good communication, organizational skills, and problem analysis ability.

Flexible work arrangements to promote balance between your personal and professional life.
Professional development and continuous growth of your skills, aligned with your interests.
A collaborative, diverse, and innovative environment that encourages teamwork.
SONDA Academy: a learning platform designed to maximize your professional development.
SONDA Wellness: a program that supports your personal and professional balance through initiatives focused on your physical, mental, and social well-being.

Technical Support Technician

Key skills