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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing on-site and remote support to VIP users, with a strong focus on incident management, hardware diagnostics, and compliance with SLAs. Proficient in Windows 10/11, macOS, and networking, ensuring effective collaboration with technical teams.
Highest-signal resume keywords
On-Site SupportIncident ManagementWindows 10/11 SupportServiceNow KnowledgeITIL Foundation Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Hardware TroubleshootingSoftware InstallationNetwork ConfigurationRoot Cause AnalysisPerformance Monitoring
Soft Skills
Strong CommunicationProactivityOrganizationAnalytical Skills
Tools & Technologies
ServiceNowMicrosoft OfficeMacOSApple Devices
Certifications & Qualifications
ITIL FoundationMicrosoft Certifications
Industry Keywords
Technical EducationVIP User SupportSLA ComplianceEquipment Disposal Processes
Tech Stack
Tools & technologiesMacOSServiceNow
About the role
Key responsibilities & impact- Provide on-site and remote support to VIP users
- Handle critical incidents, war rooms, and root cause analyses (RCA)
- Collaborate with technical teams to resolve issues and support field analysts
- Monitor key performance indicators (KPIs), reports, and SLA compliance
- Perform maintenance, installation, and configuration of computers, laptops, printers, and network devices
- Provide support for Windows 10/11, Microsoft Office, macOS, and Apple devices
- Assist with hardware diagnostics, replacements, warranty claims, and equipment disposal processes
Requirements
What you’ll need- Completed technical education in Information Technology or a related field
- Experience providing on-site support to VIP users and end users
- Knowledge of hardware, software, Windows, macOS, networking, and troubleshooting
- Strong communication, proactivity, organization, and analytical skills
- Experience with technical leadership and incident management
- Knowledge of ServiceNow, ITIL Foundation, or Microsoft certifications
Benefits
Comp & perks- Flexible work arrangements that promote work-life balance
- Professional development and continuous skills growth
- Collaborative, diverse, and innovative work environment
- SONDA Academy: a learning platform for professional development
- SONDA Wellness: initiatives focused on physical, mental, and social well-being
- Inclusive environment with equal opportunities
- Opportunities available to people with disabilities and individuals rehabilitated through Brazil’s INSS social security system