The role

The Onsite & Dispatch Support team plays a key role in providing exceptional first-level support for client’s diverse technical environment. While the primary focus is on digital-first support, occasional onsite presence at Client locations worldwide is required. The team ensures quick resolutions to IT service issues, supporting both resident and dispatch technicians who manage incident tickets and offer in-person assistance.

Responsibilities:

• Provide first-level onsite support for hardware, AV systems, device management, and basic networking.
• Act as the primary point of contact for onsite support, including issue registration, classification, and restoration of failed IT services.
• Collaborate with internal teams to ensure seamless ticket dispatch and support across various service areas.
• Exhibit superior customer service by effectively communicating and assisting clients, while promoting a positive user experience.
• Manage and troubleshoot Client devices, AV setups (Extron, Crestron), and conference room equipment, ensuring functionality during events.
• Contribute to AV event support, assisting with setup, troubleshooting, and post-event shutdown.
• Maintain inventory of devices, spare parts, and equipment, ensuring timely replacements and repairs.
• Provide onsite support at Client’s Quantum research hubs (5 global locations).
• Offer support 4 hours per week during local business hours at each site.
• Manage peripheral stock (mice, keyboards, monitors) for the research hubs.
• Ensure availability of peripheral stock through business administrators.

Skills:͏

• Resident Technicians: 4+ years of experience; expertise in AV systems, hardware support, and network troubleshooting.
• Dispatch Technicians: 2+ years of experience; capable of troubleshooting diverse technical issues across locations.
• Languages: both Portuguese speaking and English speaking are MANDATORY
• Experience with troubleshooting and managing AV systems (Crestron, Extron, Teams Rooms).
• Strong communication skills, with a customer-focused approach to resolving issues.
• Ability to adapt to evolving environments, displaying flexibility and innovation in service delivery.
• Strong understanding of quantum computing and research environments.
• Proficient in hardware and peripheral management.
• Ability to coordinate and troubleshoot within a research setting.
• Quantum Support: Monday to Friday, 9 AM to 5 PM (local time) at research hubs.

Mandatory Skills͏

Expertise in AV systems (experience working with technologies such as Extron, Crestron, Fusion, managed teams room devices), hardware support, and basic network troubleshooting.

͏Desired Skills/ Additional Skills

CompTIA A+, CTS (Certified Technology Specialist), Azure Fundamentals, or equivalent, OEM certifications.