We are a Brazilian company with international presence, bringing innovation in our DNA! At Biolab, we believe that diverse teams build stronger and more transformative results. **We value inclusion and diversity in all of our positions**. Therefore, we encourage applications from people with disabilities and from all identities, backgrounds, and origins **.** **WHAT WE EXPECT FROM YOU:** * Incomplete undergraduate degree in technology-related fields: Computer Science; Computer Networks; Information Systems * Knowledge of Microsoft Windows operating systems, productivity applications (MS Office – Office 365, Outlook, Word, Excel, and PowerPoint), cloud platform (Teams), structured network concepts – WAN, VLAN, LAN, network protocols and Wi-Fi; installation and configuration of general applications; * Initiative, commitment, and results orientation ITIL certification will be an advantage **SEE BELOW THE MAIN RESPONSIBILITIES OF THIS POSITION:** * Provide remote and on-site user support in the use of technology resources provided by Biolab; * Troubleshooting to identify the best workaround solution to restore services in case of failures and incidents, as well as definitive solutions for known errors (root cause); * Support and resolution of hardware and software issues related to PCs; * Record all activities performed in the Incident Management and Tracking System provided by Biolab for this purpose, describing in detail all actions taken; * Comply with call SLAs to meet individual and team goals; * Create, add, and update procedures, contributing to the Knowledge Base; * Provide support, when necessary and requested, to Infrastructure and Systems teams in performing and monitoring corrective or preventive maintenance; * Assist in the management of mobile devices through CMDB and MDM; Follow all Information Technology rules, standards, procedures, and guidelines, reporting any obstacles to compliance to your immediate supervisor. * To learn more about us, visit www.biolabfarma.com.br and follow our social media.