IT Assistant

Description

Job Summary: We are seeking a professional to provide initial IT support and ticket triage, assisting users in resolving low-complexity requests and ensuring proper registration and routing of all service requests. Key Highlights: 1. Challenge limits and embrace innovation in a promising future 2. Work on challenging projects with experts 3. Real development and impact in a collaborative environment In our continuous search for creative and innovation-driven minds, we seek individuals who challenge boundaries, embrace the new, and pioneer unexplored paths toward a promising future. With over 29 years of expertise in Consulting and Project Management, we are a national reference in Consulting Engineering, undergoing constant global expansion. With an innovation-driven DNA, we continuously reinvent and evolve. Our team of over 2,000 professionals works to propel our company toward an even more relevant, global, and digital future by 2030\. If you identify with our purpose, let’s imagine and engineer that future together? **Responsibilities and Duties** **Summary Description:** Responsible for providing initial IT support and ticket triage, assisting users in resolving low-complexity requests, ensuring correct registration, classification, and routing of service requests, as well as monitoring support cases in accordance with established procedures and service-level agreements (SLAs). **Detailed Description:** * Provide initial user support, registering, classifying, and triaging IT tickets per internal procedures and defined SLAs. * Deliver first-level support to employees, guiding and resolving basic issues related to corporate systems, access credentials, productivity suite (Office), operating system (Windows), connectivity, and other IT resources. * Accurately categorize and prioritize tickets, routing requests to responsible teams when necessary and tracking their progress until resolution. * Support IT asset management, assisting in the delivery and movement of laptops and peripherals to internal customers according to scheduling and current procedures. * Conduct remote and on-site low-complexity support, striving for excellence and effectiveness in internal customer support. * Assist in developing and updating documentation, manuals, and support materials, contributing to the department’s knowledge base. * Monitor basic support metrics and meet established service-level targets. * Research and stay updated on user support tools and best practices, contributing suggestions for continuous improvement. * Plan and execute job-related activities with guidance from more experienced professionals when needed. * Support senior professionals in departmental processes, leveraging acquired experience for self-development. * Execute departmental procedures and work plans, tracking required actions to achieve established goals. **Requirements and Qualifications** **Basic Requirements:** * Currently pursuing technical or undergraduate studies in IT, Information Systems, Systems Analysis and Development, or related fields * Basic user support knowledge (Windows and Office suite) * Experience handling IT tickets or working in a service desk environment * Strong verbal and written communication skills * Organizational and proactive demand management skills **Preferred Qualifications:** * Experience with IT ticket handling or triage in corporate systems (SAP and/or Senior) * Experience with IT ticket handling or triage using SoftExpert * Familiarity with ITSM / Service Desk tools * Prior experience in a corporate environment **Additional Information** **Job Characteristics:** * Employment Type: On-site * Work Location: Vitória/ES * Working Hours: 8:00 AM to 5:00 PM **Benefits Included in This Role:** * Health insurance * Dental insurance * Life insurance * Transportation allowance * Meal allowance * Gym membership via Gympass Discounts and partnerships with various educational institutions * At Timenow, we believe in the power of ideas—and even more so, in the ability to turn them into reality. We are a global company with three decades of history, dedicated to imagining a possible world and engineering it with intelligence, innovation, and purpose. #### **If you seek a place where your creativity finds space, your development is taken seriously, and your work delivers real impact, join Timenow.** We are a community of over 2,500 people across Brazil, the United States, and Portugal. We are united by a shared mission: transforming complexity into shared achievements. Here, you’ll work on challenging projects alongside recognized experts, in an environment that values knowledge, collaboration, and constant innovation. It doesn’t matter where you are in your career—the only thing that matters is your willingness to make a difference. **\#JoinTimenow!**