IT Support Technician

IT Support Technician

• Located in Rio de Janeiro, Brazil
• Full Time Position, Monday - Friday

The Company

Katalyst Data Management (KDM) provides end-to-end subsurface data management solutions for the oil and gas industry. From data capture and verification to data storage and organization, to marketing data online, our specialized data services cater for small enterprises, through to large multinational and corporate data centers. KDM’s web-based iGlass services and their related controls, including system redundancy, are key differentiators in providing and maintaining high availability, 24/7 access for customers. Innovation and commitment have enabled KDM to provide excellence in both technologies and service qualities. 

Key Responsibilities and Accountabilities

The IT Support Technician provides basic technical support to the Brazil business unit. This role focuses on assisting with day-to-day IT operations, including troubleshooting hardware and software issues, supporting user access, and maintaining system functionality. The position works under the guidance of senior IT staff and collaborates with local teams to ensure smooth IT operations. The role reports directly to the Director of IT and maintains a functional reporting line to the Operations Manager.

Tasks: 

1. Perform basic troubleshooting with the ability to resolve common hardware and software issues for desktops, laptops, printers, and peripheral devices.
2. Provide user support by assisting with password resets, account lockouts, and VPN connectivity issues.
3. Monitor system performance and report issues to senior IT staff and via applicable Remedy Ticket Systems.
4. Assist with software installations and updates of standard applications under supervision.
5. Provide inventory & setup by preparing new workstations and ensuring proper configuration.
6. Maintain records of support requests and resolutions.
7. Perform simple maintenance tasks like cleaning equipment and checking cables. 

Skills:  

• Proficient oral and written communication skills in both Portuguese and English. 
• Basic knowledge of Windows and Linux operating systems.
• Familiarity with networking fundamentals (IP addresses, Wi-Fi setup).
• Ability to follow instructions and escalate complex issues.
• Proficiency in Microsoft Office applications, particularly Excel and Word. 

Supervisory Responsibilities: 

This role does not include supervisory responsibilities. 

Work Environment:  

This position is based in a professional office setting and involves regular use of standard office equipment, including computers and phones. Additionally, the role may occasionally require interaction with enterprise-grade IT and infrastructure systems such as firewalls, network switches, uninterruptible power supplies (UPS), and both copper and fiber optic network cabling under the supervision of Senior IT staff. 

Physical Demands: 

This is an active, hands-on role that requires the IT Support Technician to spend a significant portion of the day standing and moving. The position may involve short bursts of physically demanding activity, such as lifting and relocating computer equipment or navigating stairs. On occasion, tasks may require working in confined or elevated spaces, including under raised computer room floors or above drop ceilings. 

Position Type and Expected Hours of Work:  

This is a full-time role, and as such, the IT Support Technician is eligible to participate in the regional benefits program available to Katalyst employees. 

Core working hours are Monday through Friday, from 8:00 a.m. to 5:00 p.m. Additional hours, including occasional night, weekend, and holiday work, may be required to fulfill job responsibilities and support operational needs. 

Travel: 

Occasional travel may be necessary. Mileage for offsite meetings or errands will be reimbursed at the current regional rate. Travel will mostly be within the Rio De Janeiro area visiting client and 3^rd party sites to service our equipment located at those sites. 

Required Education and Experience  

• Certificate of Completion of Secondary Education
• IT-related coursework, professional training, or industry certifications preferred.
• Experience of up to 2 years in IT support, system administration, or networking (including internships or technical school experience).
• Working proficiency in English. 

Additional Eligibility Qualifications: 

None required. 

Other Duties: 

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employer for this job.  Duties, responsibilities and activities may change at any time with or without notice.