Level 2 Support Technician

Description

Job Summary: A Level 2 technical support professional responsible for diagnosing and resolving ICT issues, maintaining infrastructure, and ensuring user satisfaction through proactive and collaborative teamwork. Key Highlights: 1. On-site Level 2 technical support for incidents and service requests 2. Maintenance of hardware, software, and basic networks 3. Focus on quality and user satisfaction **Requirements:** Minimum 2 years of experience in end-user technical support or 1 year in Level 2 support; **Education:** Technical or undergraduate degree in progress or completed in: * Information Technology, * Computer Networks, * Information Systems, * Computer Science, or related fields. **Behavioral Competencies (soft skills):** * Strong communication and professional demeanor in face-to-face interactions; * Analytical ability to diagnose problems; * Organization and proper documentation of information; * Teamwork; * Proactivity and sense of urgency; * Focus on quality and user satisfaction. **Main Responsibilities:** * Provide on-site Level 2 support for incidents and service requests unresolved by Level 1, adhering to agreed performance indicators. * Perform and restore local backups on workstations. * Contact users to collect additional information and provide technical guidance. * Engage internal ICT teams or external vendors when necessary. * Log, diagnose, and resolve ICT issues. * Maintain and support hardware and software inventory. * Correlate incidents to identify root causes and prevent recurrence. * Share knowledge with internal teams. * Replace printer supplies and equipment components. * Install, configure, and replace parts (supplied by the contracting party) in computers, laptops, printers, scanners, monitors, peripherals, etc. * Install, uninstall, repair, and reinstall software; apply patches and service packs. * Configure applications, information systems, and services on workstations. * Perform remote interventions upon user authorization, where applicable. * Execute standardized requests (e.g., password resets) and related services. * Report critical issues to the Service Desk Coordinator. **Technical Requirements (hard skills)** * Operating systems (Windows and/or Linux); * Hardware and peripherals; * Basic networking; * Remote access tools; * Installation and maintenance of corporate software and applications; * Local backup and data recovery. **Preferred Qualifications** * ITIL certifications or related courses; * Experience in public sector or government contracts; * Familiarity with knowledge bases, scripts, and technical procedures. Employment Type: Full-time, CLT (Consolidated Labor Laws) Compensation: Starting from R$2\.215,97 per month Benefits: * Meal allowance * Transportation allowance Work Location: On-site