Handle the opening, categorization, and prioritization of service requests, performing diagnosis, response, and resolution of incidents and service requests assigned to the second level under the relevant contract. **Responsibilities and Duties** * Ability to understand user problems. * Ability to clearly express and convey information. * Basic knowledge of computer maintenance (hardware and software) and microcomputer operation. * Basic knowledge of computer networks and TCP/IP. * Basic knowledge of telephony. * Basic knowledge of networking equipment (switches and wireless access points). **Requirements and Qualifications** **Education:** Completed high school. **Professional Experience:** Experience in technical support activities; Technical knowledge in the ICT field compatible with the duties to be performed. **Certifications/Courses/Training:** * ITIL v3 or higher certification, or a certificate of completion for an ITIL v3 course (minimum duration: 20 hours). * Computer networking course (minimum duration: 40 hours). * Certificate of completion for a technical course in microinformatics (minimum duration: 40 hours). * Certificate of completion for a Microsoft Windows 10 or higher course (minimum duration: 40 hours). * Certificate of completion for one or more Microsoft Office 365 courses covering Word, Excel, and PowerPoint (minimum duration: 60 hours). **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance plan (no co-payment); Hapvida Odonto or Bradesco Dental dental plan; Alelo meal or food allowance card; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit program; University partnership program; Gympass; Auster; Internal education platform; Moodar platform (therapy platform offering special rates for Lanlink employees). Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for businesses 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 company 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 trust is cultivated through practices such as hiring and onboarding, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many; we are diverse; \#weareLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR OPEN POSITIONS ARE PRIORITY FOR PERSONS WITH DISABILITIES (PCD)!**