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Job Summary: Responsible for providing advanced technical support to customers, guiding the Level 1 support team, and managing network infrastructure. Key Highlights: 1. Advanced technical support for residential, corporate, and gamer fiber-optic customers 2. Guidance and support to the Level 1 customer service team 3. Proficiency in MikroTik and UniFi projects * Responsible for providing guidance and support to the Level 1 customer service team, assisting in skill development and resolution of more complex issues. * Responsible for logging support requests in the system; creating service orders (SOs) and forwarding them to the responsible department. * Provide advanced technical support to **residential, corporate, and gamer fiber-optic customers**. * Monitor and track requests assigned within the ERP; proactively support customers (e.g., disconnected users...). * Maintain cleanliness and proper care of the workplace and equipment; implement UniFi network projects. * Conduct technical feasibility assessments and on-site visits for new corporate customers; perform monitoring using ZABBIX and THE DUDE. * Execute Level 1 support processes when requested. * Handle repeat customer cases. * Provide technical support to retention customers (due to technical issues). **REQUIREMENTS** * Proficiency and practical experience with Microsoft Office suite. * Computer literacy. * Basic knowledge of computer networking. * Experience in customer service — technical support. * Knowledge of MikroTik. * Driver's license category B. * Knowledge of UniFi projects. * Minimum 6 months of experience in technical support within the telecommunications field. **BENEFITS** * Bradesco health insurance plan with 30% co-payment. * Meal allowance of BRL 35 per business day (no payroll deduction). * Transportation voucher (no payroll deduction). * Fuel voucher. * Wellhub (Gympass). * Uniodonto dental plan at no cost to the employee. * Corporate university. * Life insurance.
