{"id":43540,"date":"2020-01-08T11:05:37","date_gmt":"2020-01-08T11:05:37","guid":{"rendered":"https:\/\/resources.workable.com\/?p=43540"},"modified":"2020-02-06T13:26:08","modified_gmt":"2020-02-06T13:26:08","slug":"descricao-do-trabalho-engenheiro-de-suporte-tecnico-f-m-d","status":"publish","type":"post","link":"https:\/\/resources.workable.com\/pt-br\/engenheiro-de-suporte-tecnico-descricao-do-trabalho","title":{"rendered":"Descri\u00e7\u00e3o do trabalho: Engenheiro de Suporte T\u00e9cnico&nbsp;(f\/m\/d)"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Este modelo da descri\u00e7\u00e3o do cargo de <\/span><b>Engenheiro de Suporte T\u00e9cnico<\/b><span style=\"font-weight: 400;\"> \u00e9 otimizado para publica\u00e7\u00e3o em portais de vagas de emprego ou p\u00e1ginas de carreiras on-line. \u00c9 f\u00e1cil de personalizar com deveres e responsabilidades ao contratar para uma fun\u00e7\u00e3o de suporte. Cargos semelhantes incluem Suporte ao Cliente, Suporte de Software, <\/span><span style=\"font-weight: 400;\">Suporte de Atendimento ao Cliente, <\/span><span style=\"font-weight: 400;\">Atendimento ao Cliente e Engenheiro de Suporte de TI.<\/span><\/p>\n<h2>Responsabilidades do Engenheiro de Suporte T\u00e9cnico incluem:<\/h2>\n<ul>\n<li>Ter controle dos problemas relatados pelo cliente e cuidar desses problemas at\u00e9 a resolu\u00e7\u00e3o<\/li>\n<li>Pesquisar, diagnosticar, procurar e identificar solu\u00e7\u00f5es para resolver problemas do sistema<\/li>\n<li>Seguir procedimentos padr\u00e3o para o devido encaminhamento de problemas n\u00e3o resolvidos \u00e0s equipes internas adequadas<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-43553 aligncenter\" src=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-640x230.jpg\" alt=\"descri\u00e7\u00e3o do cargo de engenheiro de suporte t\u00e9cnico\" width=\"640\" height=\"230\" srcset=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer.jpg 640w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-200x72.jpg 200w, https:\/\/resources.workable.com\/wp-content\/uploads\/2013\/04\/technical-support-engineer-560x201.jpg 560w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Este modelo da descri\u00e7\u00e3o do cargo de Engenheiro de Suporte T\u00e9cnico \u00e9 otimizado para publica\u00e7\u00e3o em portais de vagas de emprego ou p\u00e1ginas de carreiras on-line. \u00c9 f\u00e1cil de personalizar com deveres e responsabilidades ao contratar para uma fun\u00e7\u00e3o de suporte. Cargos semelhantes incluem Suporte ao Cliente, Suporte de Software, Suporte de Atendimento ao Cliente, [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","_has_post_settings":[],"footnotes":""},"categories":[1048,1208],"tags":[1207],"class_list":["post-43540","post","type-post","status-publish","format-standard","hentry","category-descricoes-de-cargo","category-descricoes-do-cargo-de-atendimento-ao-cliente","tag-sample-customer-service-pt-br"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Modelo de descri\u00e7\u00e3o do cargo de Engenheiro de Suporte T\u00e9cnico | Workable<\/title>\n<meta name=\"description\" content=\"Este modelo de descri\u00e7\u00e3o do cargo de Engenheiro de Suporte T\u00e9cnico foi otimizado para portais de vagas de emprego. Deveres incluem pesquisa e solu\u00e7\u00f5es em diagn\u00f3stico para problemas t\u00e9cnicos.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/resources.workable.com\/pt-br\/engenheiro-de-suporte-tecnico-descricao-do-trabalho\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Descri\u00e7\u00e3o do trabalho: Engenheiro de Suporte T\u00e9cnico (f\/m\/d)\" \/>\n<meta property=\"og:description\" content=\"Este modelo de descri\u00e7\u00e3o do cargo de Engenheiro de Suporte T\u00e9cnico foi otimizado para portais de vagas de emprego. 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He writes about data protection and compliance. Formerly with IBM and Accenture.","sameAs":["https:\/\/x.com\/workable"],"url":"https:\/\/resources.workable.com\/pt-br\/author\/thanos\/"}]}},"modified_by":"Zina Panagopoulou","custom_fields":{"brief":"<span style=\"font-weight: 400;\">Procuramos um Engenheiro de Suporte T\u00e9cnico que forne\u00e7a assist\u00eancia em termos empresariais aos nossos clientes. Voc\u00ea diagnosticar\u00e1 e solucionar\u00e1 problemas de software e hardware e ajudar\u00e1 nossos clientes a instalar aplicativos e programas. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">As responsabilidades do Engenheiro de Suporte T\u00e9cnico incluem resolver problemas de rede, configurar sistemas operacionais e usar conex\u00f5es remotas de atendimento para fornecer suporte imediato. Voc\u00ea usar\u00e1 aplicativos de e-mail e bate-papo para dar respostas r\u00e1pidas aos clientes para problemas simples de TI. Para problemas mais complexos que exigem instru\u00e7\u00f5es detalhadas, voc\u00ea entrar\u00e1 em contato com o cliente por telefone e\/ou fornecer\u00e1 instru\u00e7\u00f5es claras por escrito e manuais t\u00e9cnicos.<\/span> <span style=\"font-weight: 400;\">Para se qualificar para esta fun\u00e7\u00e3o, voc\u00ea deve ter um diploma na \u00e1rea espec\u00edfica, como Ci\u00eancia da computa\u00e7\u00e3o, TI ou Engenharia de Software. Certifica\u00e7\u00e3o Microsoft, Cisco, Linux ou semelhante \u00e9 uma vantagem adicional. Se voc\u00ea \u00e9 naturalmente uma pessoa que auxilia, que gosta de ajudar pessoas com problemas de computador e consegue explicar detalhes t\u00e9cnicos de um jeito simples, gostar\u00edamos muito de conhecer voc\u00ea. <\/span>\r\n\r\n<span style=\"font-weight: 400;\">Por fim, voc\u00ea ser\u00e1 a pessoa em que nossos clientes confiam. Eles contar\u00e3o com voc\u00ea para dar solu\u00e7\u00f5es a problemas t\u00e9cnicos em tempo h\u00e1bil e com precis\u00e3o. <\/span>","requirements":"<ul>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Comprovada experi\u00eancia de trabalho como Engenheiro de suporte t\u00e9cnico, Engenheiro de suporte de atendimento, T\u00e9cnico de Suporte de TI ou fun\u00e7\u00e3o similar<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Experi\u00eancia pr\u00e1tica com ambientes Windows\/Linux\/Mac OS<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Bom conhecimento de sistemas computacionais, dispositivos m\u00f3veis e outros produtos de tecnologia<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capacidade para diagnosticar e resolver problemas t\u00e9cnicos b\u00e1sicos<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Familiaridade com aplicativos remotos de desktop e software de atendimento ao cliente (por ex., Zendesk)<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Excelentes habilidades de comunica\u00e7\u00e3o e solu\u00e7\u00e3o de problemas<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Capacidade de fornecer ajuda t\u00e9cnica passo a passo, tanto por escrito como verbal<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Bacharel em Tecnologia da Informa\u00e7\u00e3o, Ci\u00eancia da Computa\u00e7\u00e3o ou \u00e1rea relevante<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Certifica\u00e7\u00e3o Microsoft, Cisco, Linux ou semelhante \u00e9 uma vantagem adicional<\/span><\/li>\r\n<\/ul>","responsibilities":"<ul>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Pesquisar e identificar solu\u00e7\u00f5es para problemas de software e hardware<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Diagnosticar e solucionar problemas t\u00e9cnicos, incluindo configura\u00e7\u00e3o de conta e configura\u00e7\u00e3o de rede<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Fazer perguntas diretas ao cliente para rapidamente entender a causa do problema<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Rastrear problemas do sistema computacional at\u00e9 a resolu\u00e7\u00e3o, dentro dos limites de tempo definidos<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Falar com clientes usando v\u00e1rias a\u00e7\u00f5es, seja por telefone, e-mail ou bate-papo, at\u00e9 ter resolvido um problema t\u00e9cnico<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Repassar problemas n\u00e3o resolvidos a equipes internas apropriadas (como desenvolvedores de software)<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Dar retorno imediato e preciso aos clientes<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Consultar banco de dados interno ou fontes externas para apresentar solu\u00e7\u00f5es t\u00e9cnicas com exatid\u00e3o<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Garantir que todos os problemas sejam devidamente registrados<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Priorizar e gerenciar diversos problemas em aberto ao mesmo tempo<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Fazer acompanhamento dos clientes para ter certeza que os seus sistemas de TI est\u00e3o em pleno funcionamento ap\u00f3s resou\u00e7\u00e3o dos problemas <\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Preparar relat\u00f3rios com exatid\u00e3o e em tempo h\u00e1bil<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Documentar conhecimento t\u00e9cnico na forma de observa\u00e7\u00f5es e manuais<\/span><\/li>\r\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Manter um relacionamento alegre com os clientes<\/span><\/li>\r\n<\/ul>","see_more":"<h2>Mais recursos:<\/h2>\r\n<ul>\r\n \t<li><span style=\"font-weight: 400;\">Veja nossas descri\u00e7\u00f5es de cargos para fun\u00e7\u00f5es similares:<\/span>\r\n<ul>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/it-help-desk-technician-job-description\">T\u00e9cnico de Suporte de TI<\/a><\/li>\r\n \t<li><a href=\"https:\/\/resources.workable.com\/desktop-support-engineer-job-description\"><span style=\"font-weight: 400;\">Engenheiro de suporte de atendimento ao cliente<\/span><\/a><\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Procurar e recrutar <a href=\"https:\/\/resources.workable.com\/find-engineers-managers-boolean-search-strings\">Engenheiros de Suporte T\u00e9cnico<\/a>\u00a0com as folhas de dicas de busca boleana do Workable.<\/li>\r\n \t<li>Avaliar as habilidades e qualifica\u00e7\u00f5es relevantes com as nossas perguntas para entrevista de <a href=\"https:\/\/resources.workable.com\/technical-support-engineer-interview-questions\">Engenheiro de Suporte T\u00e9cnico<\/a>.<\/li>\r\n<\/ul>"},"_links":{"self":[{"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/posts\/43540","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/comments?post=43540"}],"version-history":[{"count":0,"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/posts\/43540\/revisions"}],"wp:attachment":[{"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/media?parent=43540"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/categories?post=43540"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/resources.workable.com\/pt-br\/wp-json\/wp\/v2\/tags?post=43540"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}