Job Summary: A telephone support and technical support professional for users, delivering training, software installation, and incident management. Key Highlights: 1. Telephone support and remote assistance to users 2. Incident and request management and resolution 3. User training on applications **Primary Activity Description:** Provide telephone support to users following the knowledge base or performing remote access to resolve incidents. Train users on available applications. Register network access and usage based on customer-provided forms and instructions. Install software and updates according to projects and requests. Monitor, prioritize, escalate, classify, categorize, resolve, and close incidents, requests, or events. **Requirements:** Completed or ongoing undergraduate degree in a related field; Experience in a service desk within an operational environment; ITIL knowledge, verified through 40 hours of coursework; Knowledge management course, verified through 40 hours of coursework; Proficiency in Microsoft Windows 10, verified through coursework (40 hours); Customer Experience for IT/Support course; Official HDI: Support Center Analyst certification. **Desirable Skills:** Knowledge of network troubleshooting; Knowledge of operating systems (MS Windows); Knowledge of digital certificate usage; Knowledge of preparing reports and knowledge base documentation; Certifications or courses in areas such as Linux, information security, servers, technical support, structured cabling will be advantageous. Employment Type: Full-time, Permanent/CLT Compensation: R$2.000,00 - R$2.200,00 per month Benefits: * Medical insurance * Dental insurance * Food allowance * Meal voucher * Transportation allowance