Senior Service Desk Technician

Description

Job Summary: Provide Level 2 technical support, both on-site and remotely, managing requests, diagnosing and resolving incidents and service requests across various technologies. Key Highlights: 1. On-site and remote Level 2 technical support 2. Preventive and corrective maintenance of ICT equipment 3. Network and system monitoring and administration Provide Level 2 technical support, both on-site and remotely, including opening, categorizing, and prioritizing requests, performing diagnosis, handling, and resolving tickets (Incidents and Requests) assigned to the Level 2 scope under the referenced contract. **Responsibilities and Duties** Provide on-site and/or remote Level 2 support to service users; Maintain contact with requesting users to obtain additional information when necessary and provide appropriate guidance; Minimize the impact of unforeseeable microcomputing incidents; Create user accounts and profiles across various operational platforms; Support and assist users in using software installed on microcomputers; Provide technical guidance and tips regarding features and functionalities available in basic software, applications, information systems, and general IT equipment; Assist in logistics and control of new and used ICT equipment; Perform remote interventions on workstations to carry out configurations, application installations and removals, software updates, and various repairs; Provide technical guidance and tips regarding features and functionalities available in basic software, applications, information systems, and general IT equipment; Reinstall standard system images on microcomputers and notebooks, including backup of user data (files); Support and assist users in using software installed on microcomputers; Perform preventive and corrective maintenance on desktops, notebooks, self-service terminals, printers, scanners, UPS units, document processors, and other ICT equipment; Install, configure, and repair microcomputers, notebooks, printers, UPS units, barcode readers, document processors, monitors, scanners, and self-service terminals; Reinstall standard system images on microcomputers and notebooks, including backup of client user data (files); Install, configure, operate, and maintain audio and video hardware equipment, such as mixing consoles, microphones, amplifiers, webcams, speakers, LCD/LED TVs, and projectors; Provide audio services for events; Deploy and configure videoconferencing solutions; Maintain, supervise, and provide technical support for data security solutions; Monitor active network devices; Monitor antivirus servers, routers, Windows Server systems, WSUS services, WAN accelerators, file servers, and monitoring software (e.g., Zabbix); Monitor usage and maintenance of external data communication links. Monitor usage and maintenance of external data communication links; Install, configure, operate, and maintain telephone central systems; Install, maintain, and program telephone extensions; Install and maintain structured cabling network points; Repair defects in telephony and fax equipment; Install network equipment and related applications (switches and routers); Administer metallic cabling and fiber optic networks within court premises; Administer fiber optic networks; Configure and maintain active network devices; Install and maintain wireless network distribution equipment; **Requirements and Qualifications** **Professional Experience:** Demonstrable hands-on technical experience specific to the services to be delivered; Experience in technical support and/or help desk roles; Experience operating microcomputers using office software; **Qualification Courses:** Training in Quality Customer Service; Training in Service Desk operations. **Additional Information** Working hours: 6 hours/day, from 07:00 to 13:00. Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink 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 built by our employees, who wear the company shirt proudly and create a joyful, collaborative environment every day. We believe trust is the foundation of our relationship with our people and clients—a trust cultivated through practices such as hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many; we are diverse, \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PRIORITY FOR PWD CANDIDATES!**