Senior Administrator - Desk Side Services, AMT Asset Management Software

Sao Paulo, São Paulo

Job Summary

We are looking for a skilled Deskside Support Engineer to provide onsite end-user computing (EUC) support across global customer environments. The role requires hands-and-feet support, troubleshooting Windows-based systems, managing device lifecycle activities, and supporting OT (Operational Technology) devices within manufacturing locations.

Key Responsibilities

Provide 5-day onsite deskside support for end-user devices (desktops, laptops, peripherals) • Deliver hands-and-feet support for remote teams (L2/L3/network/security teams) • Diagnose and resolve hardware and software issues for Windows-based systems • Support IMAC services (Install, Move, Add, Change) • New device setup, imaging, and deployment (Intune/Autopilot preferred) • Device refresh, replacement, and decommissioning • Asset tagging, tracking, and inventory updates • Provide walk-up / desk-side support to users, including VIP/Executive support (if applicable) • Provide basic support for OT devices and shop-floor systems (barcode scanners, handhelds, industrial PCs, label printers) • Coordinate with OT teams for troubleshooting and escalation • Ensure minimal disruption to manufacturing operations • Perform basic network troubleshooting (LAN/Wi-Fi issues, port checks, cable swaps) • Assist in patching, rack/stack, device replacements • Support onsite infrastructure activities when required • Provide L2 technical support for end-user computing (EUC) issues at site. • Troubleshoot Windows OS (Windows 10/11) related issues including performance, login, and system errors • Handle incident, service requests, and problem tickets through ITSM tools (e.g., ServiceNow) • Troubleshooting HW issues (No Boot, No Post, No Video, BSOD) Identify points of failures on desktops and Laptops. • Provide support for enterprise applications (O365, Teams, Outlook, OneDrive) • Coordinate with L2/L3 teams and third-party vendors for escalations • Ensure adherence to SLAs, KPIs, and customer satisfaction metrics •

Skill Requirements

Strong knowledge of Windows 10/11 OS troubleshooting • Experience with Microsoft Office 365 suite (Outlook, Teams, SharePoint, OneDrive) • Experience supporting desktops, laptops, and peripherals • Microsoft Intune / Endpoint Manager • Understanding of: o TCP/IP, DNS, DHCP o VPN troubleshooting o Basic network diagnostics tools • Experience with ServiceNow or equivalent ITSM tool • Incident, request, and asset management workflows

Other Requirements

Experience in manufacturing / plant environment support • Familiarity with hardware troubleshooting at component level • Knowledge of OT devices and industrial systems • Exposure to Zero Trust / Zscaler / VPN tools • Knowledge of device compliance and security policies • Strong communication skills (English mandatory, local language preferred) • Customer-focused mindset with strong problem-solving skills • Ability to handle high-volume ticket environments • Good documentation and reporting discipline • Ability to work onsite (5 days/week) • Ability to work in manufacturing/plant environments (floor mobility required

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