IT Support Agent I - Bemol Office

Description

Job Summary: The IT Support Agent I provides first-level technical support, ensuring the proper operation of equipment, systems, and networks, with a focus on service excellence and Bemol’s core values. Key Highlights: 1. Technical support for hardware, software, and networks 2. Preventive and corrective maintenance of equipment with agility 3. Ensuring confidentiality of information The IT Support Agent I is responsible for delivering first-level technical support to company employees, guaranteeing the proper functioning of equipment, systems, and networks. This role directly handles identification, logging, escalation, and resolution of technical tickets, ensuring operational continuity of technology resources based on principles of service excellence and respect for Bemol’s cultural values. Bemol is a retail services and product distribution company whose primary objective is achieving customer satisfaction before, during, and after the sales process, while adhering to continuous improvement practices, applicable external legislation, and organizational cultural principles and values—namely Integrity, Respect, Economy, Energy, and Continuous Improvement. **Responsibilities and Duties** **In the Bemol team, your main missions will be:** * Infrastructure-related tasks (cable routing, installation and configuration of security equipment), * Responding to technical support requests related to hardware, software, networks, and systems, properly logging tickets in the service desk platform. * Providing basic user guidance on appropriate use of equipment and systems, promoting autonomy and digital literacy. * Performing triage, categorization, and escalation of tickets requiring higher-level support. * Conducting preventive and corrective maintenance of equipment, focusing on agility, cost-efficiency, and continuous service improvement. * Assisting in configuration and installation of new equipment and software per security standards and internal policies. * Ensuring confidentiality of information handled during support interactions, in compliance with LGPD guidelines and information security standards. **Requirements and Qualifications** **It is essential that you have:** * Completed technical education in Information Technology, Computer Networks, IT Technical Support, or related fields; * Familiarity with SMS', Hikcentral, and Avigilon; * Knowledge of Digifort CCTV monitoring system; * Experience in network and data infrastructure, including cabling; * Understanding of AI models and system integration; * Valid NR-35 and NR-10 certifications **Preferred Qualifications:** * Electrical installation training (desirable); * Ongoing undergraduate studies in Computer Science, Information Systems, or related fields. **Additional Information** Hiring Process Steps: * Application submission * HR screening criteria * HR assessment * Logical reasoning test * Digital challenge * Interviews *At Bemol, we value individuality and are committed to fostering an inclusive culture focused on equity and appreciation of differences—including gender, religion, persons with disabilities (PCD), LGBTQ+, race, and ethnicity. All our job openings reflect this commitment.* We wish you great success throughout the application process and hope to welcome you soon! :) Bemol was founded on **August 13, 1942**, by brothers Samuel, Israel, and Saul Benchimol. In its early years, the company operated in pharmaceuticals, later expanding into grains, cement, and ultimately home appliances—a sector in which it continues to operate today. Over time, Bemol evolved into a modern, agile enterprise and a benchmark across nearly all segments it serves: consumer electronics, home appliances, furniture, self-service, pharmaceuticals, construction materials, food products, among others. Today, Bemol operates over **37 physical stores**, 1 online store, and **6 distribution centers**, located in Manaus, Porto Velho, and Rio Branco. Committed to quality service and customer care, Bemol also operates **22 lottery outlets** within its stores and **5 Mercado Bemol units** in Manaus. In 2016, Bemol expanded into healthcare with the launch of **Bemol Farma**, which currently comprises **47 physical locations** and 1 online store. To complement this initiative, we also operate a unit of **Clínica Bemol Saúde**. Currently, we employ approximately **5,000 professionals**, and continue expanding steadily. We seek passionate, persistent, creative, agile individuals eager to grow alongside Bemol.