Handle the opening, categorization, and prioritization of service requests, performing diagnosis, response, and resolution of incidents and service requests assigned to the second level of the referenced contract. **Responsibilities and Duties** Identify / Analyze / Correct incorrectly or incompletely registered service requests; Investigate / Diagnose incidents and service requests; Execute technical instructions; Escalate / Forward service requests; Execute technical instructions remotely; Perform laboratory maintenance activities, including repair of equipment and peripherals; Conduct situational analysis of ICT equipment (inspection and inventory), particularly computers and peripherals; Record in the Demand Management System detailed information regarding the handling of service requests to maintain a useful historical record; Register and notify users when reclassifying service requests that involve changes to their assigned support levels; Create / Maintain / Update knowledge base documents, support procedures (scripts), FAQs, etc. Perform activities related to: support, maintenance, and configuration of operating systems, application software, and administrative software on contracted equipment and on authorized users’ personal devices for remote work; Develop documentation for technical-operational routines; Monitoring procedures; Reading reports and isolating failures; Operating corporate network infrastructure systems; Preventive and corrective hardware maintenance (desktops, notebooks, and peripherals) and data network infrastructure; installation and configuration of equipment. **Requirements and Qualifications** **Academic Background:** Currently enrolled in an undergraduate program in IT, from the second semester onward. **Professional Experience:** Experience providing IT support to corporate end users; Proficiency in operating microcomputers using office automation software; Knowledge of computer networks—both wired and wireless—as well as the TCP/IP protocol; Full technical mastery within the area of expertise. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo Food or Meal Allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit plan; University tuition partnership program; Total Pass; Internal education platform; Moodar platform (therapy platform offering special rates for Lanlink employees) 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 shirt proudly—and who daily build a joyful, collaborative work environment. We believe trust is the foundation of our relationships—with our people and our clients—and that it is nurtured through practices such as: hiring and welcoming, 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)!**