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Job Summary: Responsible for diagnosing, handling, and resolving second-level support tickets, including technical support and hardware/software maintenance. Key Highlights: 1. Incident and Request handling and resolution 2. Hardware and network infrastructure maintenance 3. Creation and updating of knowledge base and procedures Open, categorize, and prioritize requests; perform diagnosis, handling, and resolution of tickets (Incidents and Requests) assigned to second-level support. **Responsibilities and Duties** **Responsibility:** * Identify / Analyze / Correct incorrectly or incompletely registered tickets; * Investigate / Diagnose incidents and service requests; * Execute technical instructions; * Escalate / Forward tickets; * Execute technical instructions remotely; * Perform laboratory maintenance activities, including repair of equipment and peripherals; * Conduct on-site technical visits for situational analysis of ICT equipment (inspection and inventory), especially computers and peripherals; * Record in the Demand Management System details of ticket handling to maintain a useful historical record; * Register and notify users upon ticket reclassification that implies changes to its support level; * Create / Maintain / Update knowledge base documents, support procedures (scripts), FAQs, etc. * Perform activities related to: support, maintenance, and configuration of Operating Systems, Application Software, and Administrative Software on contract equipment and on authorized users’ personal devices for telework; * Create documentation for technical-operational routines; * Monitoring procedures; * Report reading and fault isolation; * Operation of corporate network infrastructure systems; * Preventive and corrective hardware maintenance (desktops, notebooks, and peripherals) and data network infrastructure; installation and configuration of equipment. **Requirements and Qualifications** **Education:** Completed high school plus a professional technical course in IT, or currently pursuing an undergraduate degree in IT. **Professional Experience:** Experience in technical support for microcomputing (hardware, software, printers, and antivirus); Experience in installation and configuration of application and office software; Experience in installation and configuration of Windows 10; ITIL best practices experience in ticket handling is desirable. **Knowledge:** Solid knowledge of Microsoft Windows operating system configurations and repairs, and Microsoft Office tools; Knowledge of assembly and maintenance of microcomputers and notebooks; Knowledge of data networks (cabling, switches, routers, and Wi-Fi); Basic information security knowledge; Asset management knowledge (equipment intake and disposal) is desirable; Familiarity with Microsoft System Center computer administration tool, Group Policies (GPO), Organizational Units, and Domain Controls is desirable. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Alelo meal or food allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit; University partnership discounts; Total Pass; Internal education platform; Moodar platform (therapy platform offering special rates for employees) Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as the safe harbor of innovation. Our workplaces are built by our employees—who wear the shirt proudly—and who daily create a joyful and collaborative work environment. We believe trust is the foundation of our relationship with our people and our clients—a trust cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many, we are diverse, \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink! **HEY, ALL OUR POSITIONS ARE PRIORITY FOR PWDs!**
