Job Description: * Completed high school education; * Completed or ongoing technical education in ICT fields, or ongoing undergraduate studies in ICT fields; ITIL knowledge required; * Preferred: 1 year of experience in tasks related to this position. Knowledge of ITSM tools (e.g., ServiceNow, GLPI); * Receive and log technical support requests from users via phone, email, chat, or ticketing system. * Identify and diagnose technical issues related to hardware, software, network, and systems. * Prioritize and escalate complex issues to higher-level support teams when necessary. * Address user inquiries regarding operation, maintenance, and installation of approved/homologated software. * Install and configure printers and scanners. * Document procedures, solutions, and system changes for future reference and continuous improvement. * Create, reset, and unlock user passwords. * Assist with installation, configuration, and updating of hardware and software (access management). * Provide customer support, conduct testing, and resolve issues in environments (company and/or client sites), logging and following internal workflows using the company’s service desk tools—or the client’s tools when required. * Support field teams through validations, testing, and configurations. * Provide basic guidance to end users on the use of systems and applications. 2512030202191215281