Job Summary: Provide Level 1 (N1) support, delivering initial assistance to users and ensuring proper handling of opened tickets while adhering to established processes and contractual metrics. Key Highlights: 1. Level 1 (N1) support via Service Desk/Help Desk by phone and remote access 2. Focus on incident resolution and user support 3. Guarantee of compliance with contractual metrics (SLA) Join Simpress, the leader in IT outsourcing in Brazil! What drives us is our mission: to make our customers’ lives easier. We operate in an innovative environment that demands agility and delivery. We value continuous learning and offer opportunities for every professional to grow, take ownership of their career journey, and accelerate their professional development. If you connect with our way of being, join our #Simlovers team! **Responsibilities and Duties** **Position Objective:** Provide Level 1 (N1) support, delivering initial assistance to users, ensuring proper handling of tickets opened by customers, tracking requests until closure, and guaranteeing adherence to processes and contractual metrics. **Main Responsibilities:** * Handle the queue of N1 requests opened by customers via **phone** or **remote access**, following established procedures. * Perform initial diagnostics and resolve low-complexity incidents, ensuring a satisfactory user experience. * Conduct follow-up on tickets, monitoring deadlines and status, and ensuring timely responses to customers. * Resolve issues related to **unauthorized access**, **malware**, **reinstallation of software**, and basic Windows environment configurations. * Process and route requests related to **telecommunications**, **infrastructure failures**, **service requests**, **equipment damage**, **data recovery**, or situations requiring on-site support (escalation). * Guide users on the use of software installed and registered in customer environments. * Close resolved Service Desk interactions, properly documenting actions taken and solutions applied in the ticket management system. * Ensure awareness of and compliance with agreed-upon **contractual metrics (SLA)**. * Perform other related or compatible duties. **Sustainability and IMS (Integrated Management System):** * Understand environmental aspects and impacts associated with one’s activities. * Apply company-defined sustainable practices. * Identify and suggest improvements to enhance the performance of the **Integrated Management System (IMS)**, contributing to sustainability initiatives within the area. **Work Model:** * **100% on-site**. **Requirements and Qualifications** **Technical Requirements:** * Knowledge of **Windows**. * Currently pursuing or completed undergraduate degree in technology-related fields. * Experience with **remote access**. * Prior experience in **Service Desk / Help Desk (N1)** support. **Desired Profile:** * Strong communication skills and customer focus. * Organizational skills and ability to manage a support queue. * Proactivity and sense of urgency. * Commitment to processes and service quality. **Additional Information** Check out the benefits included in this journey: Profit Sharing Program (PLR): Above-market recognition, valuing achievements built together. Health and Well-being Medical and dental assistance for employees and dependents; Telemedicine with no co-payment; Mental Health and Healthy Eating Programs; Wellhub. Meal Voucher or Food Allowance. Birthday Day Off. Development: Sim University — our corporate university offering courses and learning paths that foster continuous learning and professional growth; Educational partnerships with recognized academic institutions. Referral Program: Here, great referrals to join our team are duly recognized.
João Silva
Indeed · HR
João Silva
Indeed · HR
