IT Support Coordinator

Description

Job Summary: We are seeking an IT Support Coordinator to manage a technical team and provide direct support to customers, ensuring network and system performance in specialized environments. Key Highlights: 1. Technical team coordination (Level 2 and 3) 2. FortiGate firewall configuration and administration 3. Diagnosis and resolution of connectivity issues in high-availability environments We are a **specialized IT services company focused on computer networks, Wi-Fi projects, and security (NGFW)**, and we are looking for an **IT Support Coordinator (CLT)**. This professional will be responsible for managing a technical team and providing direct customer support, ensuring continuity and performance of networks and systems. Responsibilities: * **Technical team coordination** (Level 2 and 3\) for remote and on-site support. * **FortiGate firewall configuration and administration**, including rule creation, VPNs, and troubleshooting. * Configuration and administration of MikroTik environments; * Configuration and administration of Ubiquiti/UniFi environments; * **Diagnosis and resolution of connectivity and network infrastructure issues** in high-availability environments. * Ensure compliance with service-level agreements (**SLAs**) for response time and quality. * Perform **distribution, prioritization, and tracking of technical tickets**. * Support the team in resolving critical incidents and complex problems. * Detailed **technical documentation** of managed environments. * Production of **technical reports** and team performance monitoring. * Participation in technical meetings with customers to align solutions. Job Type: Full-time CLT Compensation: R$6\.000,00 \- R$7\.200,00 per month Benefits: * Medical insurance * Fuel allowance * Life insurance * Meal voucher * Transportation voucher Relocation/mobility requirement: * Palhoça, SC: Relocate or move to the job location prior to starting work (Mandatory) Selection Question(s): * Describe how you would design and document the network for a branch office with ~30 users using MikroTik and Ubiquiti APs (VLANs, QoS, corporate/guest Wi-Fi, VPN to headquarters). What would you prioritize and why? (Use of AI will disqualify your response) * Imagine multiple users at headquarters and a branch simultaneously report intermittent slowness. Based on what you can do with MikroTik and Ubiquiti, explain step-by-step how you would perform diagnostics and which metrics/resources you would use to identify the root cause. (Use of AI will disqualify your response) * You inherit an unstandardized environment: MikroTik with confusing firewall rules, Ubiquiti APs with inconsistent SSIDs, no bandwidth control or change logging. What would be your top three actions within the first 30 days to organize, standardize, and reduce incidents? (Use of AI will disqualify your response) * Share a concrete example where you led the support team during a critical incident (e.g., service outage, surge in tickets). How did you organize the team, communicate with users/managers, and what results were achieved? (Use of AI will disqualify your response) * When a team analyst underperforms or receives negative feedback from users, how do you address the situation, what types of goals/plans do you typically propose, and how do you track progress? (Use of AI will disqualify your response) * Describe a situation where you changed a support process (e.g., SLA, ticket queue, on-call schedule, documentation). How did you involve the team, handle resistance, and measure whether the change truly improved support and business outcomes? (Use of AI will disqualify your response)