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Job Summary: This role involves opening, categorizing, and prioritizing demands, performing diagnostics, support, and resolution of second-level incidents and service requests. Key Highlights: 1. Identify, analyze, and resolve service tickets 2. Investigate and diagnose incidents and service requests 3. Perform preventive and corrective maintenance on hardware and network infrastructure Handle the opening, categorization, and prioritization of demands, performing diagnostics, support, and resolution of service tickets (incidents and service requests) assigned to second-level support. **Responsibilities and Duties** **Responsibility:** * Identify / Analyze / Correct service tickets registered incorrectly or incompletely; * Investigate / Diagnose incidents and service requests; * Execute technical instructions; * Escalate / Forward service 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), particularly computers and peripherals; * Record in the Demand Management System details of actions taken on service tickets to maintain a useful historical record; * Register and notify users upon reclassification of service tickets that implies changes to their assigned support levels; * 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 remote work; * Document technical-operational routines; * Monitoring procedures; * Report reading and fault isolation; * Operation of corporate network infrastructure systems; * Preventive and corrective maintenance of hardware (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 installing and configuring application and office software; Experience in installing and configuring Windows 10; ITIL best practices experience in service ticket handling is desirable. **Knowledge:** Solid knowledge of Microsoft Windows operating system configuration and repair, 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 dispatch) is desirable; Familiarity with Microsoft System Center computer administration tool, Group Policy Objects (GPO), Organizational Units, and Domain Controls is desirable. **Additional Information** Hapvida, Bradesco, or Unimed health insurance (applicable according to region); Hapvida Odonto or Bradesco Dental dental insurance; Meal allowance or food voucher; Life insurance fully covered by Lanlink; Transportation voucher; Totalpass; Auster; Pharmacy benefit program; University partnership program; Corporate Education Platform; Welcome-to-the-world baby kit; Moodar platform. Great to see you visiting 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 create daily a joyful and collaborative work environment. We believe trust is the foundation of our relationships—with our people and our customers—and that it is 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 PEOPLE WITH DISABILITIES (PCD)!**
