Description: Mandatory Requirements Academic Training and Knowledge (Certifications): * Completed Higher Education in the Information Technology (IT) field. Knowledge: * Operating Systems: Basic knowledge of common operating systems, such as Windows, Mac OS, and Linux. This includes the ability to perform configuration tasks, troubleshoot, and maintain systems. * Computer Hardware: Understanding of main computer hardware components, such as processors, memory, hard drives, and peripherals. Ability to perform basic hardware installations and configurations. * Networks: Basic knowledge of computer networks, including IP addressing, routers, switches, and network cables. Ability to assist users in resolving connectivity issues. Certifications or course certificates, provided they include a minimum of 12 hours of instruction covering the following topics: * ITIL Foundation V3 or higher, or ISO 20000 * Windows 10 or higher; * Computer Networks. Professional Experience: Demonstrable experience in technical support activities related to information technology. Responsibilities (higher complexity) and Tasks (lower complexity): 1. Provision of technical support services through on-site assistance to equipment and users of ICT solutions, including execution of periodic routines, user guidance and clarification of doubts, and receipt, registration, analysis, diagnosis, and resolution of requests from internal and external users of the CONTRACTOR. 2. Register and monitor service calls issued to suppliers for warranty-covered parts. 3. Provide clarification of doubts regarding software, operating systems, and basic applications—including word processors, spreadsheets, antivirus, antispam, and general IT devices—as well as videoconferencing support, fixed and mobile telephony support, VPN connection usage support, among others. 4. Develop and update incident handling procedures and scripts, service request procedures, and known error documentation, submitting them to the Knowledge Base Management team for evaluation regarding inclusion, adaptation, and updating. 5. Register, diagnose, and resolve incidents related to the CONTRACTOR’s ICT services. 6. Act as a multiplier of information received during trainings and refresher courses for professionals from other teams within the service center. 7. Provide on-site support for workstations (microcomputers, notebooks), printers, scanners, videoconferencing equipment, etc. 8. Replace non-warranty IT equipment parts whenever the CONTRACTOR provides the required part. 9. Install and configure institutional smartphones, multimedia projectors, smartcard readers, tokens, webcams, barcode scanners, digital certificates, mice, keyboards, monitors, microphones, speakers, and other IT equipment acquired and/or used in the CONTRACTOR’s activities. 10. Provide on-site support for basic software, such as spreadsheets and word processors in general, antivirus, antispam, and other software approved by the CONTRACTOR. 11. Organize the CONTRACTOR’s equipment racks and cabling, as well as organize cabling in meeting rooms, as requested by the CONTRACTOR. Prepare the environment for videoconferencing (equipment setup and configuration, functionality testing of equipment and videoconferencing service, providing user guidance on equipment and software usage for videoconferencing when necessary). 2512260202491936602