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Level 1 Support Technician

Indeed

Company

Job typeFull-time
Workplace typeOnsite
Experience levelNo experience limit
Education levelNo degree limit

Description

Job Summary: A professional to provide user support and technical assistance, including incident registration and handling, troubleshooting, and escalation, following ITIL processes. Key Highlights: 1. Remote user support and technical assistance 2. Focus on user support and problem resolution 3. Adherence to ITIL processes and internal procedures **Responsibilities:** * Receive, register, and handle incidents via phone, e\-mail, portal, or ITSM tool; * Provide remote support to users; * Perform initial troubleshooting and follow standardized procedures; * Escalate to higher levels when necessary; * Monitor queues and track service response deadlines; * Record evidence and document solutions in the knowledge base; * Support operational activities and routine maintenance tasks; * Adhere to ITIL processes and internal procedures. **What We Are Looking For:** * Profile focused on user support and technical assistance; * Strong communication and organizational skills; * Analytical ability and problem-solving skills; * Proactivity in initial incident handling; * Aptitude for working with structured processes and procedures; * Commitment to quality and SLA compliance; * Alignment with ITIL practices. **Benefits:** * Medical Insurance; * Dental Insurance; * Meal/Meal Allowance; * Transportation Allowance; * Life Insurance; * Certification Programs; * Extended Maternity and Paternity Leave.

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Posted by

João Silva

Indeed · HR

Location

João Silva

Indeed · HR

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