TECHNICAL SUPPORT ASSOCIATE LEVEL 1

Description

Job Summary: A professional responsible for IT technical support and assistance (Level 1 and 2), including logging, classification, resolution, and escalation of requests in Belo Horizonte. Key Highlights: 1. IT Technical Support and Assistance (Level 1 and 2) 2. Diagnosis and resolution of microcomputer-related issues 3. Equipment maintenance and software installation About the Opportunity **TECHNICAL SUPPORT ASSOCIATE 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 Address:** Av. Álvares Cabral – Santo Agostinho Neighborhood \- Belo Horizonte/MG Employment Type: CLT. **️ What We Are Looking For:** **Education:** Completed technical training in IT or a bachelor's degree in IT (completed or in progress); **Computer Skills:** Advanced; **Language:** Portuguese and technical English; Experience: **Core Responsibilities (Duties/Tasks):** CSTI\-N1 (First Level): responsible for initial support (via phone, remote access, in-person, or ticketing system), logging, classifying, tracking, and closing requests according to the IT Services Catalog. Acts as the single point of contact, provides user guidance, performs remote interventions when possible, and escalates specialized requests to Level 2 (N2) as needed. CSTI\-N2 (Second Level): responsible for specialized support escalated from N1, delivered remotely or in person. Performs technical tasks such as diagnosis and resolution of microcomputer-related issues, equipment maintenance, software installation and configuration, creation of standardized system images, network support, warranty claim initiation, and support for institutional events. Both levels must: Log and document all support interactions. Follow standardized procedures and scripts. Keep users informed about the status of their requests. Escalate requests to other departments when necessary. Maintain and update the IT knowledge base. Prepare monthly reports on activities related to the knowledge base. Support covers judges, civil servants, interns, third-party contractors, and all other staff across all units of the contracting entity. **Specific Knowledge, Certificates, and Certifications Required:** Training certification of at least 20 (twenty) hours in Microsoft Windows 10 or later. Training certification of at least 20 (twenty) hours 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 for This Role:** Strong interpersonal skills. Willingness and ability to learn and share knowledge. Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines, inherent to IT user 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 providing IT service user support. Commitment to the mission and guidelines specific to IT service user support. Full technical mastery of the assigned area of responsibility. **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 Education Level: Bachelor's Degree