Job Summary: A Level 2 Support Technician is responsible for in-person service, diagnosis and resolution of technical incidents, and user guidance. Key Highlights: 1. In-person service and technical support for requests 2. Diagnosis and resolution of technical incidents 3. User guidance on systems and equipment 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:** COLATINA: Av. Brasil, 232, Lacê Colatina (ES) – ZIP Code 29703\-032 Employment Type: CLT. ️ **What We Are Looking For:** Education: Completed high school, verified by a certificate issued by an educational institution recognized by the Ministry of Education. Computer Skills: Intermediate; Language: Portuguese. Experience: 6 months; **Essential Job Activities (Responsibilities/Tasks):** Receive and provide in-person service for technical support requests escalated from Level 1, as received via the channels defined by the contracting party; Respond to service requests assigned to this level, according to assigned responsibilities; Perform diagnosis and resolution of incidents; Escalate issues to other resolution teams whenever necessary; Record all procedures performed during each service interaction, as well as all user contacts, in the contractor’s service management system; Execute asset transfer procedures in the contractor’s official system for any equipment moved; Request IT items from the support manager when presented as a requirement; Maintain organized network cabling racks in the Data Processing Center (CPD); Assess the need to update or add new articles to the knowledge base during service interactions, and record such requirements within the respective service record; Contribute to the creation of new knowledge base articles or updating existing ones, whenever necessary; Evaluate and suggest improvements to enhance technical support quality and reduce incident volume; Clarify doubts and guide users regarding usage, availability, installation, and configuration of software, applications, information systems (both commercial and internally developed), equipment, standards, and procedures related to SJES’s technological environment and its use; Carry out other activities defined for professional profiles listed in Annex 2; Periodically issue mandatory communications established in Annex 5\. Escalate to Level 3 any requests that cannot be resolved at this level; Perform all activities outlined 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, with minimum duration of 20 hours. * Certificate of participation in a microcomputer assembly and configuration course, with 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; * Goal-oriented work approach; * 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 Allowance (6% deduction); SESC Membership; Life Insurance; Health Plan. GoGood; Minimum Educational Requirement: High School (Secondary Education)
João Silva
Indeed · HR
João Silva
Indeed · HR
