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Sao Paulo, São Paulo, BR

Associate IT Support Engineer

About Swiss Re


Swiss Re is one of the world’s leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient. We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking. We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics. In our inclusive and flexible environment everyone can bring their authentic selves to work.



About the Role:


Overall Responsibilities :
• Address/create incident tickets from area queue, achieve and document resolution; assign tickets to transfer group for resolution; apply and coordinate workarounds and solutions
• Responsible for Update asset inventory for hardware and software whenever appropriate including the Staging of Swiss Re workplace (hardware provision); decommission hardware when required; deliver the requested hardware /software requested with appropriate tasks to be carried out; complete tickets for tasks assigned with appropriate updates and closure
• Manage customer expectations with conflicting priorities and diversified line of business 
• Communicate timely, appropriately, clearly to both internal and external IT units and customers 
• Responsible for inventory in the asset management tool, handle reparations with vendors, replacement of devices as well as disposal of electronic scrap
• Manage local audit and regulatory related operational tasks 
• Local contact for vendor and service provider management


About the Team:


Branch IT support engineer ensures that all incidents and service requests are fulfilled within the defined SLAs; escalate any incident or service request which breaches its SLA to the appropriate process manager; provide timely and effective support which adheres to department standards and policies. Equally importantly, IT support engineer shares knowledge within the team and deliver know-how to customers related to the provided hard- and software.


About You:


• Bachelor's Degree or Equivalent in Computer Studies or Information Technology
• Good knowledge of Networks (TCP/IP, Ethernet), Windows 10, Office 365, Outlook, Share Point, Teams
• Knowledge of ordering and incident/problem management tools eg. Service Now
• More than 5 years' experience in a technical IT environment, Experience working remotely with users with a different cultural background.  Previous working experience in a financial institution will be an added advantage 
• Experience in handling hardware and mobile assets, high analytical and organizational skills
• Experience in gathering and analyzing relevant information to make decisions and solve large scale problems in a timely manner
• High level of customer centricity to ensure the delivery of exceptional service and superior value
• Good to excellent command of English

Reference Code: 119305