Technical Support Specialist

Description

Job Summary: Technical support professional for TRT13, responsible for attending to and resolving TIC user requests, maintaining knowledge bases, and ensuring service quality. Key Highlights: 1. Build solutions that make a difference and share knowledge 2. Innovative environment with a diverse and collaborative team 3. Continuous development through training and capacity building **About Us** At Qualificar TI, we specialize in Data Governance, Project Management, Digital Transformation, and Outsourcing. For over 24 years, we have delivered strategic IT solutions and best practices to generate real value for our clients and society. If you enjoy learning, sharing knowledge, and building solutions that make a difference, this opportunity is for you. **Responsibilities:** Receive, register, categorize, prioritize, and provide first-level support for user requests. These requests include systems, equipment, inquiries, suggestions, complaints, or any other request or communication submitted by TRT13’s TIC users; Collect and supplement information related to the incident/ticket as needed and escalate it to the responsible technical department; Handle all requests within your scope of responsibility — specifically those documented in knowledge bases with known solutions — using telephone contact and/or remote access, as appropriate; Log into the ticketing system when unable to resolve a ticket falling under the previous item, justifying the reason, and suggest creating or updating a knowledge base entry, if necessary; Investigate, diagnose, and implement either a workaround or definitive solution for incidents, or fulfill service requests, thereby resolving the user’s ticket; Provide users with updates on the status of their request upon request (reactive) as well as whenever necessary (proactive); Adhere to service level agreements (SLAs) defined for each service type in TRT13’s IT Service Catalog, as well as SLAs associated with ticket categorization; Keep knowledge bases and solution databases up to date to assist in resolving future incidents. For every resolved ticket, record the adopted solution, the script used, the knowledge base item applied, affected configuration items, and other relevant information required for statistical reporting; Follow standard support procedures to ensure consistent behavior among support agents when interacting with users, maintaining compliance with rules, standards, manuals, regulations, and other applicable guidelines; Guide internal and external users of TIC services; Perform interventions only on workstations registered as property of the Court or authorized by SETIC; Ensure critical support requests are prioritized. Such requests must subsequently be logged in the ticketing system. ; **Mandatory Requirements:** Completed high school education and/or Technical Training Course in Information Technology with a minimum duration of 180 (one hundred and eighty) hours. Minimum one year of documented experience in technical support and/or service desk activities, verified via employment record book (Carteira de Trabalho) or other valid supporting documentation; Experience with request and incident management tools; Experience providing remote support; Experience installing and configuring application and office software; **Desirable Requirements:** Basic knowledge of English; Familiarity with basic software and office automation applications; Advanced knowledge of Windows 11; Proficiency in both receptive and proactive customer service techniques; Ability to communicate clearly and concisely, both in writing and verbally; Ability to remain calm, tolerant, and professional when facing situations beyond standard procedures and routines; Ease adapting to established norms and regulations; Dynamic personality suitable for user-facing support roles; Commitment to the organization’s mission and support guidelines; **Mandatory Certifications:** Not applicable. ; **Why Work at Qualificar TI?** **Innovative Environment:** Here, you’ll work alongside a diverse and collaborative team that values your expertise and encourages your growth. **Continuous Development:** We offer training, certifications, and capacity-building programs to help you grow continuously. **Real Impact:** We work on strategic projects that transform businesses and deliver tangible results. **Inclusive Culture:** We embrace diversity as part of our culture and believe innovation stems from differences. **Challenge Accepted?** If you identify with our culture and want to join a team that transforms technology into results, join us! **Apply now and become a Qualifier!** www.qualificarti.com.br LinkedIn Qualificar TI **\#BetterItTogether**