Handle the opening, categorization, and prioritization of requests, performing diagnosis, response, and resolution of incidents and service requests assigned to second-level support. **Responsibilities and duties** * Identify / analyze / correct incorrectly or incompletely registered requests; * Investigate / diagnose incidents and service requests; * Execute technical instructions; * Escalate / forward requests; * 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 the handling provided to requests, maintaining a history that may prove useful; * Register and notify the user upon reclassification of a request implying 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; * Document 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 a higher education 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; Desirable experience in incident and service request handling aligned with ITIL best practices. **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 knowledge of information security; Desirable knowledge of asset management (equipment intake and dispatch); Desirable familiarity with Microsoft System Center computer administration tool, Group Policies (GPO), Organizational Units, and Domain Controls. **Additional information** Hapvida, Bradesco Saúde, or Unimed health plan (subject to local availability); Hapvida Odonto or Bradesco Dental dental plan; Alelo food or meal allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit; University tuition benefits; Total Pass; Internal education platform; Moodar platform (therapy platform offering differentiated rates for employees) **We’re thrilled to have you here — even if virtually! How about getting to know each other better?** The **Lanlink Group** has 37 years of history building experiences that transform not only companies but also people’s lives, operating across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our environment is built daily by those who make Lanlink happen: our employees, who wear the shirt proudly and collectively build a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationship with our people and our clients. It is cultivated through practices such as: hiring and welcoming well, inspiring, speaking and listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. **\#WeAreLanlink.** Now, we want to get to know you too. Join Lanlink! **Oh, and an important note:** All our job openings are **preferential for PwD (Persons with Disabilities).**
João Silva
Indeed · HR
João Silva
Indeed · HR
