Level 2 Support Technician

Description

Job Summary: Technical support professional with experience in Windows, Office, and networking, focused on end-user support and ticket management. Key Highlights: 1. Local and remote technical support for operating systems and software. 2. Management and tracking of user tickets and requests. 3. Remote intervention for configuration and maintenance of workstations. **Description:** **Education:** High school diploma; **Professional Experience:** Experience in activities related to local and remote support via remote connection tools (installation, configuration, and maintenance) for Windows 7, 8, 10 or later operating systems; Microsoft Office versions 2016 and 365 or later; and software required for performing job duties, including microcomputer maintenance. **Certifications:** **Microsoft MD\-100:** Windows 10, or a training certificate with a minimum duration of 40 (forty) hours, or equivalent. **Microsoft 365 Certified:** Modern Desktop Administrator Associate, or equivalent; HDI Desktop Support Technician (HDI\-DST), or equivalent. **Knowledge/Courses:** Advanced knowledge of maintenance and configuration of environments running Microsoft Windows 7 and Windows 10; Proficiency in installation, configuration, and customization of software and/or products on workstations; Knowledge of configuration and support for the Microsoft Office suite and Open platform (BROffice); Knowledge of computer networks, wired and wireless, TCP/IP protocol, encryption, and wireless network security; Knowledge of structured cabling, installation and maintenance of network outlets, and cable crimping; Knowledge of printer configuration and maintenance; Knowledge of configuration and maintenance of telephony systems and IP cameras; Proficiency in techniques for reactive and proactive remote support; Proficiency in techniques for in-person support. **Main Responsibilities:** Managing and monitoring deadlines for requests escalated to Level 2; Forwarding and tracking tickets to internal system owners to negotiate timelines for resolution; Performing remote interventions on user workstations, upon authorization from the ticket owner, to carry out configurations, installations and removals of applications, software updates, and various repairs; Receiving solutions and closing incidents and requests; Providing clarifications regarding the use of corporate systems or basic software; Documenting and updating all processes executed by the team; Escalating and forwarding incidents that cannot be resolved to the infrastructure support team (Level 3). 25102402022044764