Help Desk Level I

Company Description

Tigre is a multinational Brazilian manufacturing company that leads in solutions for civil construction, such as plumbing, electrical, drainage, bathroom accessories, infrastructure, industrial, irrigation, painting tools, sanitary faucets, and treatment solutions for water and effluents. In 2014 Tigre Group acquired Tigre USA Inc, and in 2022 it has become one of the leading business units in PVC output and sales. Tigre USA Inc operates in two facilities: production and distribution sites.

Summary

Responsible for installation and configurations of IT hardware/equipment, including Computers (laptops & Desktop), printers ( laser & thermal), network support (wired & wifi), desk phone support, RF scanners, etc.

The IT Help Desk will support Microsoft Office 365 and Other organizational applications.

Primary Responsibilities

• Incident Resolution
• Service Requests
• End User Device Hardware Refresh (rollout)
• Standard logistic equipment support (example: data collectors, RFID, barcode printers with thermal transfer technology)
• Basic standard AD console support (example: creating and changing user attributes)
• Basic standard O365 support console
• Basic network endpoint support (example: availability of a network port on an 11 edge switch)
• All End-user environment support (guided by experts - remote hands practice
• Organize resources so they are easy to locate
• Resolve customer issues with company products
• Answer other customer questions and offer them access to helpful resources
• Direct questions to the right department when needed
• Ensure customer satisfaction
• Manage all desk administrative duties
• Maintain accurate records of interactions with customers and recurring user problems
• Follow up with customers as needed to ensure any issues are resolved

Position Specifications and Requirements

• Strong written and verbal communication skills
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
• Interpersonal skills that function to create connections and positive experiences for customers
• Technological skills specific to the company's products and trouble-shooting practices
• Patience with customers and ability to remain calm
• Project management skills and familiarity with project management software
• Organizational abilities
• Education in IT/Computer Science, currently or graduated.
• 1 to 2 years of experience required in Help Desk level I, preferred.