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Site Support Specialist

Job ID 21006136 São Paulo, Brazil Apply now

In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business. We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel. 

At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.

Reporting to the Americas Regional lead the following the Site Support Specialist would have the following

RESPONSIBILITIES:

  • Troubleshooting application issues and isolation to escalate appropriately
  • Provide first and second level technical assistance onsite, email, and through phone and chat
  • Scale up knowledge with the latest policies and process
  • Initiate and complete onboarding and offboarding activities for all new hires and exits
  • Participate in office setup, office move, office decommission activities
  • Assist in procurement of IT hardware as per the standard configuration and if required liaise with the procurement team
  • Provide desktop/laptop break/fix/maintenance support
  • Provide support to growing mobility platform (iOS, Android, and Windows based platform)
  • Research new industry technologies and recommend proactive solutions within the environment
  • Act as local point-of-contact to Kroll offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
  • Troubleshooting of local and network HP printers and Canon/ShareScan machines
  • Identify potential issues and Troubleshoot application related issues
  • Identify and escalate situations requiring urgent attention
  • Work with the vendor directly, if required to resolve issues
  • Escalate recurring problems to the Americas Regional lead
  • Follow up with end users to provide status updates as per Service Level guidelines
  • Support end users with their use of all Internal applications
  • Scalable to learn new technologies and accept challenges
  • Log all incidents and requests in the ITSM tool
  • Identify new issues and contribute to Knowledge Base development stay current with system information, changes and updates
  • Adhere to the documented policies and procedures

REQUIREMENTS:

  • Ability and willingness to work in a 24*7*365 environment
  • Excellent communication skills
  • Strong customer service skills
  • 2-3 years of experience with Active Directory, networking and Exchange
  • 2-3 years of experience with using and supporting Files sharing applications
  • Candidates must have minimum of 2-3 years of experience in IT Helpdesk environment
  • Experience using a helpdesk or IT incident management software
  • Basic knowledge of User and Security groups in Active Directory management
  • Active interest and passion for IT, besides regular office hours
  • Experience with creating standards and documentation
  • Microsoft Back Office Applications such as SMS, Exchange and Terminal server
  • Outstanding troubleshooting skills in WAN/LAN/Desktop situations
  • Microsoft Office Suite 365
  • Preferred knowledge of Cisco Call manager and Cisco Unity Voicemail
  • Extensive knowledge and experience with Windows based technologies including:

            Windows OS 10

QUALIFICATIONS:

  • Associates degree or technical education preferred
  • Proficiency in English.
  • An ITIL qualification is preferable but not essential
  • Sound understanding on customer support, operations, and processes
  • Previous experience in an Information Technology function
  • Ability to communicate and to interact effectively with co-workers and customers is required.
  • Experience of working in an ITIL based Service Desk

To be considered for a position, you must formally apply via careers.kroll.com.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

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