Description: Technical Profile: For incidents identified in the daily checklist, only one ticket must be opened per item; Incidents identified in the daily checklist must be prioritized for on-site resolution, as they impact a group of people who may need to schedule appointments with agents or external partners; The daily checklist activity will be treated as a daily effort—not as a ticket—when no incidents are found; Perform all technical and operational activities related to mobile and data lines across all carriers: new line requests; line activation; line blocking/unblocking; line cancellation; incident handling; and requisitions; Open, handle, manage, and report tickets raised with outsourcing and facilities service providers (printers, time clocks, no-breaks, codins, cabling, access turnstiles, CCTV, etc.); Operational technical knowledge of Windows 10 or higher operating systems to provide support and resolve incidents; Office 365 knowledge to deliver technical user support; Knowledge and operation of A3, A4, plotter, and thermal ID card printers; Manage inventory of supplies and consumables for installed printers; Operate computers at OUs designated as workstations in each location; Configure network folder permissions; Provide Office 365 support at workstations (Outlook, Word, Excel, PowerPoint, OneDrive, OneNote); Knowledge and support for Teams, Meet, and Zoom; Install and update standard commonly used software and applications; Smartphones running Android and iOS, tablets, mobile internet modems, mobile internet box modems, and Femtocell equipment; Knowledge of computer assembly and maintenance; Support and handling of videoconferencing equipment installed in meeting rooms (Poly); Operational support for audiovisual equipment—including sound consoles, microphones, speakers—in videoconferencing rooms and auditoriums; Install peripherals and accessories for user workstations across locations; Working Hours: * Shift schedule: 12x36, from 07:00 to 19:00. * Work model: On-site * Work location: Rodovia RS 466, km 0, s/n – Caracol, Canela – RS * Must reside in Canela or Gramado, RS NOTE: Hey! Even if you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully evaluate your profile considering all your qualifications. What we’re looking for: An organized and proactive individual. Your day-to-day responsibilities: Provide local Level 2 support and assistance for assigned tickets (incidents and service requests) in your support queue—and proactively assume tickets when the issue falls under your resolver group; Provide remote and/or on-site support for off-the-shelf software, common basic applications, systems, and all IT equipment; Perform physical support for mobile telephony or other mobile assets; Use standardized text templates for any ticket status updates; Investigate, diagnose, and test solutions before contacting the requester; QUALITY may redirect on-site tickets to Level 2 analysts if tickets are assigned to incorrect resolver sites—or if other site groups can remotely support overloaded teams; Close incident and service request tickets only after resolution and final user approval; Provide Level 2 support for internal and external meetings and/or events, as needed; Install and configure Windows 10 or higher OS images on all requested devices; Create and update Level 1 and Level 2 technical support procedures, work instructions, and support materials related to software, standard common applications, equipment, and processes; Be able to read and interpret flowcharts created in Visio, Bizagi, or similar applications; Follow operational procedures to ensure timely updates of equipment information in Active Directory (AD) within your allocated OUs and sites; Be responsible for performing the daily checklist across all locations, which includes: * Performing print and scan tests on all printers; * Checking and replenishing paper in printers at scheduled times; * Conducting videoconferencing tests with all connected locations—both physical and virtual meeting rooms; * Verifying functionality of time clocks and access turnstiles; * Confirming that corporate dashboards and displays are correctly shown on TVs at each site and location; * Possessing in-depth technical and operational knowledge of Poly, Netglobe, and Jabra video- and audioconferencing platforms and equipment; * Possessing in-depth technical and operational knowledge of MS TEAMS, Google MEET, and ZOOM videoconferencing applications—including their cloud connectors for Poly equipment, such as Teams Real Connect and Zoom CRC Cloud Room Connector; * Possessing in-depth technical and operational knowledge of audiovisual equipment—including sound consoles, AV receivers, amplifiers, TVs, matrices, and media converters—used in auditoriums and medium- to large-sized rooms for events, training sessions, and meetings. 2512210202551931917