TECHNICAL SUPPORT ASSISTANT LEVEL 1

Description

Job Summary: A professional responsible for initial (Level 1) and specialized (Level 2) IT technical support, including troubleshooting, diagnosis, and resolution of issues, while maintaining documentation and a knowledge base. Key Highlights: 1. Providing IT technical support to diverse users. 2. Opportunity for professional development in microcomputing and networking. 3. Equipment maintenance and system administration. About the Opportunity **TECHNICAL SUPPORT ASSISTANT LEVEL 1** **Working Hours:** 08:30 AM to 5:30 PM, Monday through Friday (subject to change at the company's or client's discretion). **Work Location Address:** Av. Álvares Cabral – Santo Agostinho Neighborhood \- Belo Horizonte/MG Employment Type: CLT. **️ What We Are Looking For:** **Education:** Completed vocational technical training in IT, or completed or ongoing undergraduate degree in IT; **Computer Skills:** Advanced; **Languages:** Portuguese and technical English; Experience: **Core Responsibilities (Duties/Tasks):** CSTI\-N1 (First Level): Responsible for initial support (via phone, remote access, in-person, and ticketing system), registration, classification, tracking, and closure of requests according to the IT Service Catalog. Acts as the single point of contact, provides guidance to users, performs remote interventions when possible, and escalates specialized requests to Level 2 (N2) as needed. CSTI\-N2 (Second Level): Handles specialized support requests escalated from N1, working either remotely or on-site. Performs technical tasks such as diagnosing and resolving microcomputing issues, equipment maintenance, software installation and configuration, creation of standardized system images, network support, warranty claim initiation, and institutional event support. Both levels must: Record and document all support interactions. Follow standardized procedures and scripts. Keep users informed about request status. Escalate requests to other departments when necessary. Maintain and update the IT knowledge base. Prepare monthly reports on knowledge base-related activities. Support covers judges, civil servants, interns, third-party contractors, and other staff across all units of the contracting organization. **Specific Knowledge, Certifications, and Training Requirements:** Possession of a minimum 20-hour training certification in Microsoft Windows 10 or later. Possession of a minimum 20-hour training certification in ITIL version 4 or later. Proficiency in operating microcomputers using office automation software. The training certifications required in items 1\.4\.2 and 1\.4\.3 may be submitted within 90 (ninety) days after hiring. **Essential Personal Attributes:** Strong interpersonal skills. Willingness and aptitude for learning and sharing knowledge. Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines—common in user-facing TIC (Information and Communication Technology) support. Ability to communicate clearly and concisely, both verbally and in writing. Organizational skills and teamwork orientation. Creativity and initiative. Adaptability to established rules, regulations, and their subsequent changes. Dynamism, firmness, and patience when delivering user-facing TIC services. Commitment to the mission and guidelines inherent to user-facing TIC services. Full technical mastery of one's area of expertise. **What We Offer:** Salary: R$2\.680,95 Meal Allowance: R$31,43 per workday (0% PAT deduction); Transportation Voucher (6% employee contribution); SESC Membership; Life Insurance; Health Plan. GoGood; Minimum Educational Requirement: Undergraduate Degree