TECHNICAL SUPPORT ASSOCIATE LEVEL 1

Description

Job Summary: A professional responsible for Level 1 and Level 2 IT technical support and assistance, handling request registration, classification, and resolution. Key Highlights: 1. Providing initial and specialized IT support 2. Supporting TIC and microcomputing users 3. Developing IT knowledge base content 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 Location Address:** Av. Álvares Cabral – Santo Agostinho Neighborhood \- Belo Horizonte/MG Employment Type: CLT. **️ What We Are Looking For:** **Education:** Completed vocational technical training in IT or completed/pursuing a higher education degree in IT; **Computer Skills:** Advanced; **Language:** Portuguese and technical English; Experience: **Core Responsibilities (Duties/Tasks):** CSTI\-N1 (First Level): Responsible for initial support (via phone, remote, in-person, and ticketing system), registration, classification, tracking, and closure of requests according to the IT Service 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): Handles specialized support requests escalated from N1, working remotely or on-site. Performs technical tasks such as diagnosing and resolving microcomputing issues, equipment maintenance, software installation and configuration, creation of standardized system images, network support, warranty claim coordination, and institutional event support. Both levels must: Register 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 other staff across all client units. **Specific Knowledge, Certifications, and Credentials Required:** Certification for a minimum 20-hour training course on Microsoft Windows 10 or later. Certification for a minimum 20-hour training course on ITIL v4 or later. Proficiency in microcomputer operation using office automation software. The training certifications specified in items 1\.4\.2 and 1\.4\.3 may be submitted within 90 (ninety) days after hiring. **Essential Personal Attributes:** Strong interpersonal skills. Willingness and aptitude for learning and sharing knowledge. Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines—common in TIC user support. Ability to communicate clearly and concisely, both verbally and in writing. Organizational ability and teamwork spirit. Creativity and initiative. Adaptability to established rules, regulations, and their subsequent changes. Energy, firmness, and patience required for TIC service user support. Commitment to the mission and guidelines inherent to TIC service user support. Full technical mastery of one’s area of expertise. **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 Educational Requirement: Higher Education