TECHNICAL SUPPORT ASSISTANT

Description

* Respond to internal and external customers via phone, e\-mail, or chat to resolve incidents and analyze requests for the institution's primary system. * Resolve hardware, software, and network issues for users. * Respond to phone calls, e\-mails, instant messages, and user tickets. * Assign work orders and incidents to appropriate support teams and monitor them until closure. **Responsibilities and Duties** * Register and track incidents, requests, improvements, and problems involving information systems and technological resources, providing support in accordance with agreed-upon metrics, escalating to the next support level or vendor as needed. * Propose changes to the Portal’s systems based on frontline experience serving units, enabling system improvements to be implemented. * Perform testing and validation to ensure system changes are safely deployed to production without negative impacts on the Portal. * Carry out tasks assigned by respective departments/sectors, following instructions from the immediate manager and institutional standards. **Requirements and Qualifications** * Technical education or undergraduate studies in Information Technology; * Preferred: Experience in telephone support within the Information Technology field. **Additional Information** Work schedule: rotating 5x2 shift, from 12:00 PM to 9:48 PM. The **SPDM** \- Associação Paulista para o Desenvolvimento da Medicina is a non-profit civil association of philanthropic nature, recognized as being of federal, state, and municipal public utility — respectively by Decrees No. 57\.925 of 03/04/1966, No. 40\.103 of 05/17/1962, and No. 8\.911 of 07/30/1970\. The Association’s primary directive is its integration into the health system, focused on treatment, disease prevention, and promotion of primary, secondary, and tertiary healthcare — strengthening ties with the local community and reaffirming its social commitment to serve everyone without discrimination. With institutional growth, **SPDM** has been expanding its scope of operations through projects under development in Social Assistance and Education. This broad range of activities increasingly consolidates **SPDM** as a large-scale philanthropic institution pursuing economic, social, and environmental sustainability. Thus, SPDM contributes effectively to the continuous improvement of services delivered by Brazil’s Unified Health System (SUS), primarily aiming to guarantee universality and equitable access to healthcare — essential elements for human and social development of citizens. Our commitment is to foster an inclusive culture that values diversity and empowers our employees to contribute their best. All qualified candidates will be considered for open positions without distinction based on ethnicity, religion, sexual orientation, gender identity and/or expression, age, race, nationality, or disability. SPDM is an equal opportunity employer for all individuals who meet the minimum requirements. We value idea-sharing, teamwork culture, respect for diversity, and inclusion. **MISSION** To deliver healthcare excellence without prejudice, distinction, or classification of citizens. **VISION** To be recognized as the Brazilian philanthropic health organization with the broadest reach and highest competence. **VALUES** * Training and Development * Social Commitment * Reliability * Entrepreneurship * Equity * Ethics * Humanization * Quality * Ecological, Economic, and Social Sustainability * Tradition * Transparency **About CROSS** CROSS – Central de Regulação de Ofertas de Serviços de Saúde (Central for Regulating Health Services Offerings) is São Paulo State’s Regulation Center, established within the State Department of Health by Decree No. 56\.061 of 08/02/2010\. CROSS is responsible for operationalizing regulation activities related to available healthcare offerings aligned with citizens’ immediate needs, aiming to promote equitable access and ensure continuity of care for patients within São Paulo State’s Unified Health System (SUS/SP), within its coverage area. CROSS performs: * Medical regulation of urgent cases; * Outpatient medical regulation; * Monitoring of resources available in the São Paulo State Regulation Information System (SIRESP); * Support for Government Strategic Programs; * Training and technical support for users of the São Paulo State Regulation Information System (SIRESP).