Job Summary: Provide user support services for technical IT issue resolution and troubleshooting, while monitoring and escalating IT service requests. Key Highlights: 1. Technical support and troubleshooting for IT issues 2. Monitoring and routing of IT service requests 3. Support for basic software and judicial automation applications Provide user support services for technical IT issue resolution and troubleshooting, as stipulated in the contract. **Responsibilities and Duties** * Receive, register, prioritize, and locate all IT-related service requests; * Monitor and track the status of all registered service requests; * Escalate and route unresolved incidents—initially handled by the first-level Service Desk—to responsible departments for second-level support, or to third-level Infrastructure Support teams; * Keep customers informed about the progress of their requests; * Provide initial support limited to executing scripts and meeting first-level response time SLAs for approved basic software (as authorized by the Information Technology Secretariat), such as BRoffice, antivirus software, management software, etc.; * Provide initial support for judicial automation applications—including script execution and adherence to first-level response time SLAs—as defined by the Systems Incident Team; * Track integration of assigned events—even when escalated to other support levels or outsourced vendors—where the Service Center remains accountable for tracking and enforcing deadline compliance until event closure, including documenting the root cause and resolution method; * Monitor second- and third-level support activities and close incidents upon customer confirmation; * Network support (including LAN and WAN), printing, email, Active Directory (user accounts and passwords), Microsoft Office suite, LibreOffice, BrOffice, remote support for administrative systems and judicial automation applications, user guidance on these systems, user and group management services, control and authorization of user access to systems, and guidance on requesting IT resources; * Remote support and configuration of institutional smartphones, multimedia projectors, smartcard readers, tokens, webcams, barcode scanners, digital certificates, mice, keyboards, monitors, microphones, speakers, and other IT equipment acquired or used in Judiciary activities; Conduct quality-of-service and user satisfaction surveys according to parameters established by the Information Technology Secretariat. **Requirements and Qualifications** **Education:** Completed or ongoing undergraduate degree; or completed technical training in Information Technology, Computer Science, Computer Networks, Engineering, or related fields. **Courses/Certifications:** Certificate of participation in a course of at least 12 hours covering one or more of the following topics: a) ITIL Foundation V3 or higher (ITIL Foundation V3 or higher certification accepted); b) Windows 11; c) Google Workspace. **Professional Experience:** Proven experience (minimum 2 years) providing user support within an IT scope, including HelpDesk or Service Desk environments, or direct technical IT support roles. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Alelo food or meal allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy discount program; University tuition assistance; TotalPass; Internal education platform; Moodar platform (therapy platform offering special rates for Lanlink employees). Great to have you visit us virtually! Shall we get better acquainted? The Lanlink Group has been building transformative experiences—not only for companies but also for people’s lives—for over 35 years across all five regions of Brazil. We envision the future with the intention of impacting lives and serving as a safe harbor for innovation. Our workspaces are shaped by our employees—who wear the shirt proudly—and who build a joyful, collaborative workplace every day. We believe trust is the foundation of our relationship with our people and our clients—a trust 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 today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PERSONS WITH DISABILITIES (PCD)!**
João Silva
Indeed · HR
João Silva
Indeed · HR
