Job Summary: A professional responsible for diagnosing, responding to, and resolving second-level incident tickets and service requests related to microcomputing and CCTV systems, with a focus on technical support and maintenance. Key Highlights: 1. Technical support for microcomputing and CCTV systems 2. Development and updating of knowledge base and procedures 3. Preventive and corrective maintenance of hardware and network infrastructure Open, categorize, and prioritize service requests, performing diagnosis, response, and resolution of tickets (Incidents and Service Requests) assigned to second-level support. **Responsibilities and Duties** * Investigate / diagnose incidents and service requests related to microcomputing and CCTV systems; * Execute technical instructions; * Notify users when ticket escalation results in changes to their assigned support level; * Execute technical instructions remotely; * Perform laboratory maintenance activities, including repair of equipment and peripherals; * Conduct on-site technical visits for situational analysis of ICT equipment (inspection and inventory), particularly computers and peripherals; * Record detailed handling information for each ticket in the Demand Management System to maintain a useful historical record; * Create / maintain / update knowledge base documents, support procedures (scripts), FAQs, etc.; * Perform support, maintenance, and configuration activities for operating systems, application software, and administrative software on contracted equipment and on authorized personal devices used for telework; * Document technical-operational routines; * Monitoring procedures; * Operation of corporate network infrastructure systems; * Preventive and corrective maintenance of hardware (desktops, notebooks, and peripherals) and data network infrastructure; installation and configuration of equipment. **Requirements and Qualifications** **Education:** Completed high school plus a professional technical course in IT, or currently pursuing a university degree in IT. **Professional Experience:** Experience in technical support for microcomputing (hardware, software, printers, antivirus); Experience in installing and configuring office and application software; Experience in installing and configuring Windows 10; ITIL best practices experience for incident management is desirable. **Knowledge:** Data analysis knowledge is a plus; Strong expertise in Microsoft Windows OS configuration and troubleshooting, and Microsoft Office tools; Knowledge of assembly and maintenance of microcomputers and notebooks; Knowledge of data networks (cabling, switches, routers, Wi-Fi); Knowledge of CCTV circuit maintenance; Basic information security knowledge; Asset management experience (equipment intake and dispatch) is desirable; Familiarity with Microsoft System Center, Group Policy Objects (GPO), Organizational Units (OU), and Domain Controls is desirable. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo Food or Meal Voucher; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit program; University partnership program; Total Pass; Internal education platform; Welcome-to-the-Baby Kit; 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 intention of impacting lives and serving as a safe harbor for innovation. Our workplaces are built by our employees, who wear the shirt proudly and create, day after day, a joyful and collaborative work environment. We believe trust is the foundation of our relationships—with our people and our clients—and that it is 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 POSITIONS ARE PRIORITY FOR PEOPLE WITH DISABILITIES (PCD)!**
João Silva
Indeed · HR
João Silva
Indeed · HR
