IT Support Technician 1N

Description

Job Summary: Provide technical support to users, resolve microcomputing issues, and clarify doubts regarding systems and processes. Key Highlights: 1. User technical support and assistance to resolve issues. 2. Technical guidance on corporate systems and processes. 3. Remote intervention for workstation configuration and maintenance. Provide user support and assistance to resolve technical issues in microcomputing, as stipulated in the contract. **Responsibilities and Duties** * Receive, register, classify, and track user-initiated service requests via email, system, and/or telephone; * Clarify questions from internal and external users and provide technical guidance on the use of corporate information systems; * Guide internal and external users on work processes, products, and services provided by the client, based on standard operating scripts; * Participate in developing support scripts, evaluating, and revising the knowledge base; * Participate in knowledge transfer activities with the client’s technical team to obtain information about work processes, products, and services provided by the client, as well as any changes—current or planned—in these elements; * Receive, open, and forward service requests to local support services; * Perform remote interventions on client users’ workstations, upon authorization, to configure, install, and uninstall corporate systems; update software; and perform various repairs; * Receive, register, forward, and manage user complaints, reports, feedback, compliments, and suggestions concerning adaptations and evolutionary improvements to software, commercial applications, and general equipment; * Provide clarifications and information to on-site technical support staff regarding service requests, issue resolutions, and failures, based on consultation of the knowledge base, service request database, and incident logs; * Receive and document problem solutions and close service requests in the system; * Fulfill service requests according to the Contractor’s IT Service Catalog and its respective Service Level Agreements (SLAs). The IT Service Catalog is located in the Annex – IT Service Catalog. * Record notes on all unaddressed service requests to ensure seamless information exchange between teams, enabling the handling team to understand the reasons for non-resolution. * Perform remote interventions on users’ workstations, upon user authorization, for diagnostics, configuration, application installation/uninstallation, and software, component, and service updates. * Install/reinstall corporate software. **Requirements and Qualifications** **Academic Background,** High school diploma completed and currently enrolled in a Bachelor’s degree program in Information Systems or any other undergraduate program related to Information Technology; At least 50% (fifty percent) completion of an undergraduate program in Information Technology, with a cumulative GPA above 8; **Courses or Certifications:** ITIL Foundation v4 certification. **Professional Experience:** Proven experience in Help Desk and/or Service Desk activities and microcomputer operations, including office automation software usage. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Alelo Food or Meal Voucher; Life insurance fully covered by Lanlink; Transportation voucher; Pharmacy benefit plan; University tuition partnership; TotalPass; Internal education platform; Moodar platform (therapy platform offering special rates for Lanlink employees) Great to have you visiting us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our workplaces are built by our employees—who wear the shirt proudly—and who daily foster a joyful, collaborative work environment. We believe trust is the cornerstone of our relationship with our people and our clients—a trust cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many, we are diverse, \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR OPEN POSITIONS ARE PREFERRED FOR PEOPLE WITH DISABILITIES (PCD)!**