IT Support Assistant (Help Desk)

Description

Job Summary: The Internal Support Assistant will be the first point of contact for technical issues, providing agile and effective support for systems, hardware, and software. Key Highlights: 1. Work in an agile, collaborative, and challenging environment. 2. First point of contact for all technical issues. 3. Ensure a positive technological experience for the entire company. If you are passionate about innovation and seek to work in an agile, collaborative, and challenging environment, this could be your opportunity! The **Internal Support Assistant** is the everyday hero of our company, serving as the first point of contact for all technical issues raised by our employees. This professional will be responsible for delivering agile and effective support, ensuring our systems, hardware, and software operate without interruption. We seek someone with excellent communication skills, a consultative attitude in customer service, and strong diagnostic ability to ensure a positive technological experience for the entire company. For this opportunity, candidates must reside in **Joinville/SC or its surrounding region**, with a **hybrid** work model. **Responsibilities and Duties** * **Support Delivery:** Provide Level 1 technical support to internal users, logging all incidents in our Service Desk tool (Zendesk). * **Hardware and Software Support:** Diagnose and resolve issues related to hardware (laptops, printers, peripherals, networking equipment) and software (operating systems, corporate applications). * **Troubleshooting (diagnosis and escalation):** Investigate and isolate the root cause of incidents through initial diagnostics and testing. When required, escalate and monitor resolution until service normalization. * **Network Support:** Provide basic support for network connectivity issues (Wi\-Fi, wired, VPN), identifying and escalating complex problems to the operations team. **Requirements and Qualifications** * Experience in **technical support**, **Help Desk**, or **Field Service**; * Experience with operating systems (**Windows, Linux and/or macOS**); * Familiarity with **remote access tools** and Service Desk systems; * Practical knowledge of **hardware maintenance** (assembly, diagnostics, component replacement). **Additional Information** **Preferred Qualifications:** * Technical or undergraduate degree in Computer Networks, Systems Analysis, Computer Science, or related fields. * Familiarity with fundamental **computer networking concepts** (TCP/IP, DNS, DHCP). * Basic understanding of **ITIL** (especially Incident Management and Service Request Management practices); * Basic knowledge of **IP telephony** and **PABX configuration**; * Technical certifications such as **ITIL Foundation** or Microsoft. **Work Model** * 8-hour daily schedule (Monday to Friday \- Saturdays are not compensated); * CLT employment contract. **We are a Fintech**, a Payment Institution accredited by the Central Bank of Brazil, and **our purpose is to maximize business productivity through technology.** We offer a comprehensive solution for receivables management, payments, invoice factoring, and serve over 200,000 clients—including self-employed professionals, microentrepreneurs (MEI), and large enterprises. Our dream began in 2010 in Joinville/SC, and we believe the sky is not the limit for our growth. That’s why our team is now spread across various regions of Brazil! **More than 1\.000 people dream together with Asaas—collaboratively, innovatively, efficiently, autonomously, and freely soaring high.** Soaring high requires resources to live and work better, plus freedom to manage them. Therefore, we welcome and care for our team by offering benefits that support personal and professional growth: **For health and well-being:** We provide full-coverage medical and dental insurance, life insurance, medication reimbursement, and physical activity support. Additionally, Neon is our partner for financial wellness, and Zenklub supports physical and mental health (we offer 4 free monthly therapy or nutritionist sessions). At our headquarters, we also offer *quick massage.* **For meals and family:** Our flexible meal benefit is delivered via a Visa-branded credit card. The balance can be used at the employee’s discretion. At our headquarters, we offer *free food*, and for families, we provide daycare assistance, parental support programs, and extended maternity and paternity leave. **For education and growth:** Beyond an environment rich in challenges and development opportunities, we offer an in-house training platform and an education assistance program covering 70% of tuition fees for undergraduate degrees and language courses, as well as purchases of courses and books—so our team never stops learning. **For high-quality remote work:** We provide a Home Office allowance, work equipment, furniture allowance, and have partnered with WOBA, enabling our employees to use coworking spaces across Brazil whenever desired. Take a virtual tour of our headquarters in Joinville/SC, **right here****!** **Extras, because the Dream Team deserves them:** Birthday *Day Off*, Happy Hour allowance, referral bonuses, annual goal-based bonuses, a Stock Options plan, and a relaxed, *no dress code* environment!