Provide opening, categorization and prioritization of requests, performing diagnosis, attendance and resolution of tickets (Incidents and Service Requests) corresponding to second-level support. **Responsibilities and duties** * Investigate / diagnose incidents and service requests related to microcomputing and CCTV; * Execute technical instructions; * Notify the user when ticket escalation implies changes in service levels; * Execute technical instructions remotely; * Perform laboratory maintenance activities, including repair of equipment and peripherals; * Conduct on-site visits for situational analysis of ICT equipment (inspection and inventory), especially computers and peripherals; * Record in the Demand Management System detailed information about ticket handling to maintain a useful history; * Create / Maintain / Update knowledge base documents, service procedures (Scripts), FAQs, etc. * Perform activities involving: Support, maintenance and configuration of Operating Systems, Application and Administrative Software on contract equipment and personal devices of authorized teleworking users; * Create documentation for technical-operational routines; * Monitoring procedures; * Operation of corporate network infrastructure systems; * Preventive and corrective hardware maintenance (desktops, notebooks and peripherals) and data network infrastructure; Installation and configuration of equipment. **Requirements and qualifications** **Education:** Completed High School plus a Technical Professional course in IT area or currently pursuing a higher education degree in IT. **Professional Experience:** Experience in technical support in microcomputing (hardware, software, printers and antivirus); Experience in installation and configuration of application and office software; Experience in installation and configuration of Windows 10; ITIL best practices experience in ticket management is desirable. **Knowledge:** Data analysis knowledge will be an advantage; Solid knowledge in configuration and troubleshooting of Microsoft Windows operating systems and Microsoft Office tools; Knowledge in assembly and maintenance of desktops and notebooks; Knowledge in data networks (cabling, switches, routers and Wi\-Fi); Knowledge in CCTV circuit maintenance; Basic knowledge in information security; Asset management experience (equipment entry and exit) is desirable; Familiarity with Microsoft System Center computer management tool, Group Policies (GPO), Organizational Units (OU) and Domain Controls is desirable. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde or Unimed health plan (according to local availability); Hapvida Odonto or Bradesco dental plan; Alelo meal or food allowance; Life insurance fully covered by Lanlink; Transportation voucher; Pharmacy discount program; College tuition assistance; Total Pass; Internal education platform; Welcome Baby Kit; Moodar Platform (Therapy platform with special rates for Lanlink employees) We're glad you came to visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building experiences that transform not only companies but people's lives across all five regions of Brazil. We envision the future aiming to impact lives and be the safe harbor of innovation. Our spaces are built by our employees, who are fully committed and daily create a joyful and collaborative work environment. We believe trust is the foundation of our relationship with our people and clients, cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating and sharing. We are many, we are diverse, \#weareLanlink. Now it's your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PERSONS WITH DISABILITIES (PCD)!**