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Job Summary: We are seeking an organized, proactive, and attentive professional to provide user support and technical assistance, with a focus on problem resolution and service quality. Key Highlights: 1. Conducive environment for continuous learning and professional growth 2. Focus on problem resolution and high-quality user support 3. Appreciation of diversity, inclusion, and respect in the workplace We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions specialists and passionate about innovation! * **To infinity and beyond** \- We are *\#borderless*. Our team is distributed across Brazil and around the world. * **Our culture** \- Though remote, we stay connected. We hold ceremonies to foster closeness, knowledge sharing, and updates on company news! * **We are diverse** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment, valuing and promoting plurality. Therefore, **everyone is welcome here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** \- To empower our clients' businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What we seek?** * We seek an **organized, proactive, and attentive** individual, skilled at teamwork and focused on problem resolution, ensuring high-quality user support. **Your day-to-day responsibilities will include:** * Responding to user requests and incidents, resolving them per technical procedures and agreed-upon deadlines (SLA). * Providing technical support to clients, handling low- and medium-complexity incidents. * Supporting end users by assisting with questions related to technical support, infrastructure, and systems. * Managing equipment inventory. * Investigating, diagnosing, and testing solutions before returning them to the requester. * Collaborating with other support tiers to correctly identify and resolve issues. * Creating, updating, and maintaining technical procedures and knowledge base articles. * Interacting and communicating with clients across various hierarchical levels. **Requirements and Qualifications** * Experience with **POS support (installation and maintenance) / Front-of-Cashier operations**. * Knowledge of **Active Directory, DNS, DHCP, File Server, and Print Server**. * Experience with **Google Workspace (Gmail, Drive, etc.)**. * Experience providing **user support and configuring desktops, notebooks, and tablets**. * Knowledge of **hardware, software, and peripherals (e.g., printers)**. * Knowledge of **network infrastructure, routers, and switches**. * Experience with **ITSM operations and defined SLAs**. * Experience with **remote support tools (AnyDesk, TeamViewer, or similar)**. * Experience in **metric-driven support centers**, such as: SLA, SLO, FCR, TMA, TME, abandonment rate, and user satisfaction. * Ability to **work effectively in a team**. * Strong **verbal and written communication skills**. * A **flexible, proactive, agile, and organized** profile. * Commitment to results and support quality. **Preferred Qualifications** * Completed or ongoing **Bachelor’s degree in Information Technology or related fields**. * Experience with **ServiceNow (ITSM)**. * Experience in **commercial or wholesale retail environments**. **Work Schedule:** * Newly opened store: Monday to Friday, from 07:00 to 15:00; Saturdays from 07:00 to 12:00. * Store under construction: Monday to Friday, from 08:00 to 19:00. * Work model: **100% on-site** * **Londrina, PR.** **NOTE:** Hey! Even if you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully review your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * A conducive environment for **learning** and **professional growth** * **Performance evaluations** and **feedback sessions**, aimed at continuous development of our people * **Meal and/or food allowance**, for groceries and meals * **Medical and dental insurance**, ensuring health coverage for you and your family * **Pharmacy partnerships**, offering discounts on medications * **Childcare allowance**, according to current policy * **Gym partnership**, encouraging physical activity * **SESC partnership**, providing diverse cultural and leisure activities * **Partnerships for language, technology, and online course studies** * **Payroll-deductible loans**, with attractive rates, plus financial education programs * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and more * **Employee referral program**, with rewards and bonuses * **Group life insurance** Here, stories never run short! So, why not grab your cup of coffee, tea, juice, or favorite beverage—and learn more about us, get inspired, explore our openings, and become part of this ever-growing team?
