TEMPORARY VACATION COVERAGE - LEVEL 2 SUPPORT TECHNICIAN - LINHARES

Description

Job Summary: The Level 2 Support Technician provides in-person support, diagnoses and resolves technical incidents, and clarifies user questions regarding the technological environment. Key Highlights: 1. In-person support and resolution of technical requests 2. Incident diagnosis and treatment 3. User guidance and technical support About the Opportunity **TEMPORARY VACATION COVERAGE** \- **LEVEL 2 SUPPORT TECHNICIAN** * Working hours: 10:00 AM to 7:00 PM, Monday through Friday (subject to change at the company's or client's discretion). Workplace address: Av. Hans Schmoger, 808 \- Na. Sa. Da Conceição Neighborhood – Linhares – ZIP Code 29900\-495 Employment regime: CLT. ️ What We Are Looking For: Education: Completed high school, verified by a certificate issued by an educational institution recognized by the Brazilian Ministry of Education. Computer skills: Intermediate; Language: Portuguese. Experience: 6 months; Essential job responsibilities (duties/tasks): Receive and provide in-person support for technical service requests escalated from Level 1, as received through the channels defined by the contracting party; Handle service requests assigned to this level, according to defined responsibilities; Perform incident diagnosis and treatment; Request escalations to other resolution teams whenever necessary; Record all procedures performed during each support interaction, as well as all user contacts, in the contractor’s service management system; Perform asset transfer procedures in the contractor’s official system for any equipment moved; Request IT items from the support manager when presented as service demands; Maintain organized network cabling racks in the Data Center (CPD); Assess the need to update or add new articles to the knowledge base during the support process, and register such requirements within the corresponding service record; Contribute to creating new knowledge base articles or updating existing ones, whenever necessary; Evaluate and suggest improvements to technical support delivery and to reduce incident volume; Clarify doubts and guide users regarding usage, availability, installation, and configuration of software, applications, information systems (both commercial and internally developed), hardware, policies, and procedures related to SJES’s technological environment and its use; Perform other activities defined for professional profiles listed in Annex 2; Periodically issue mandatory communications established in Annex 5\. Escalate unresolved requests to Level 3; Carry out all activities specified in Annex 2 relevant to this professional profile. Specific Knowledge, Certificates, and Certifications Required: Certificate of completion for a Microsoft Office 2010 (or later) course, minimum duration of 20 hours. * Certificate of participation in a microcomputer assembly and configuration course, minimum duration of 20 hours. * Microsoft Certified Systems Administrator (MCSA) Windows 7 (or later) certification. Essential Personal Attributes for This Role: Strong communication and argumentation skills; * Strong decision-making ability; * Results-oriented mindset focused on objective achievement; * Initiative and dynamism; Analytical thinking focused on incident resolution. What We Offer: Salary: R$ 2\.544,48 Meal allowance: R$31.59 per working day (0% PAT deduction); Transportation voucher (6% deduction); SESC membership; Life insurance; Health plan. GoGood; Minimum Educational Requirement: High School (Secondary Education)