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-related issues. * 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 network equipment (switches and wireless access points). **Requirements and Qualifications** **Education:** * High school diploma **Professional Experience:** * Prior 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 completion certificate for an ITIL v3 course (minimum 20 hours). * Computer networking course (minimum 40 hours). * Completion certificate for a microinformatics technical course (minimum 40 hours). * Completion certificate for a Microsoft Windows 10 or higher course (minimum 40 hours). * Completion certificate(s) for Microsoft Office 365 courses covering Word, Excel, and PowerPoint (minimum 60 hours). **Additional Information** **Our Benefits:** Hapvida, Bradesco, or Unimed health insurance plans (applicable per region); Hapvida Odonto or Bradesco Dental dental insurance; Meal voucher or food allowance; Life insurance fully covered by Lanlink; Transportation voucher; Totalpass; Pharmacy benefits; University partnership discounts; Corporate Education Platform; Moodar Platform Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, the Lanlink Group 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 purpose of impacting lives and serving as a safe harbor for innovation. Our workplaces are shaped by our employees, who wear the company shirt proudly and build, 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 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 PEOPLE WITH DISABILITIES (PCD)!**