TECHNICAL SUPPORT SPECIALIST LEVEL 1

Description

Job Summary: A professional responsible for Level 1 and Level 2 technical support, including diagnosis, resolution of IT issues, and user support. Key Highlights: 1. Initial technical support, request registration and tracking 2. Diagnosis and resolution of microcomputer-related issues 3. Network support and equipment maintenance About the Opportunity **TECHNICAL SUPPORT SPECIALIST LEVEL 1** **Working Hours:** 08:30 AM to 5:30 PM, Monday through Friday (subject to change at the company's or client's discretion). **Work Location Address:** Av. Álvares Cabral – Santo Agostinho Neighborhood \- Belo Horizonte/MG Employment Type: CLT. **️ What We Are Looking For:** **Education:** Completed vocational technical training in IT or completed/pursuing a higher education degree in IT; **Computer Skills:** Advanced; **Language:** Portuguese and technical English; Experience: **Core Responsibilities (Duties/Tasks):** CSTI\-N1 (First Level): responsible for initial support (via phone, remote, in-person, and ticketing system), registration, classification, tracking, and closure of requests according to the IT Service Catalog. Acts as the single point of contact, provides guidance to users, performs remote interventions when possible, and escalates specialized requests to Level 2 (N2) when necessary. CSTI\-N2 (Second Level): responsible for specialized support escalated by N1, delivered remotely or in-person. Performs technical tasks such as diagnosis and resolution of microcomputer-related issues, equipment maintenance, software installation and configuration, creation of standardized system images, network support, warranty claim initiation, and institutional event support. Both levels must: Register and document all support interactions. Follow standardized procedures and scripts. Keep users informed about the status of their requests. Escalate requests to other departments when required. Maintain and update the IT knowledge base. Prepare monthly reports on activities related to the knowledge base. Support covers judges, civil servants, interns, third-party contractors, and other staff across all units of the contracting organization. **Specific Knowledge, Certifications, and Credentials Required:** Possession of a training certification of at least 20 (twenty) hours on Microsoft Windows 10 or later. Possession of a training certification of at least 20 (twenty) hours on ITIL version 4 or later. Proficiency in microcomputer operation using office automation software. The training certifications required in items 1\.4\.2 and 1\.4\.3 may be submitted within 90 (ninety) days after hiring. **Essential Personal Attributes for This Role:** Strong interpersonal skills. Willingness and aptitude for learning and knowledge sharing. Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines — inherent to IT user support. Ability to communicate clearly and concisely, both verbally and in writing. Organizational ability and teamwork spirit. Creativity and initiative. Adaptability to established rules, regulations, and their subsequent changes. Dynamism, firmness, and patience when delivering IT service user support. Commitment to the mission and guidelines specific to IT service user support. Full technical mastery of one’s area of expertise. **What We Offer:** Salary: R$2\.680,95 Meal Allowance: R$31,43 per workday (0% PAT deduction); Transportation Voucher (6% employee contribution); SESC Benefit; Life Insurance; Health Plan. GoGood; Minimum Educational Requirement: Higher Education