IT Support Technician

Description

Job Summary: Apis Flora is seeking an IT Support Technician to serve as the company's first line of technological frontline, managing Level 1 and Level 2 support tickets, infrastructure, and IT assets. Key Highlights: 1. Act as the company's first line of technological frontline 2. Handle and monitor Level 1 and Level 2 support tickets 3. Ensure the functionality of hardware, software, and telephony infrastructure Job Summary Apis Flora Industrial e Comercial Ltda is seeking an IT Support Technician. The professional will be responsible for acting as the company's first line of technological frontline, handling Level 1 and Level 2 support tickets, ensuring the functionality of hardware, software, telephony infrastructure, and organizing IT assets. **Key Responsibilities:** Technical Support and Assistance: Handle and monitor technical support tickets (Level 1 and Level 2\), ensuring compliance with established timelines (SLA); Provide user support for hardware, software, and operating system issues; Utilize remote access tools and Service Desk systems to register and track support tickets. Equipment and Infrastructure Maintenance: Assemble, perform preventive and corrective maintenance on desktops, notebooks, printers, mobile phones, and data collectors; Assist in monitoring and performing basic maintenance on Windows and Linux servers; Configure workstations, mobile devices, telephony systems, and peripherals; Support configuration of backup resources and security software. Asset and Procurement Management: Manage inventory of IT assets and hardware components; Administer departmental procurement needs and conduct technical quotations; Monitor services provided by third parties for physical infrastructure; Maintain organization of the technical warehouse and network racks. Documentation and Compliance: Document resolved incidents and update the department’s knowledge base; Test and validate simple improvements in support processes; Comply with information security standards, Integration Manual, Good Manufacturing Practices (GMP), and ISO 9001 requirements; Keep management informed about support ticket volume and the health status of technological assets.