1st-Level IT Support Technician

Description

Job Summary: An IT support and service professional responsible for managing and escalating service requests, ensuring user communication and satisfaction. Key Highlights: 1. Receive, register, and prioritize IT service requests 2. Monitor and track the progress of requests and incidents 3. Escalate to responsible teams and keep users informed Handle service requests registered by users and escalate to other client teams when necessary. **Responsibilities and Duties** * Receive, register, prioritize, and locate all IT-related service requests; . Responsible for receiving, categorizing, prioritizing, monitoring, and tracking registered service requests, and forwarding them to other organizational areas as needed; . Provide information and recommendations to improve service quality; . Close service requests upon user confirmation and keep users informed about the status and progress of their requests and incidents; * Monitor and identify the status of all registered service requests; * Escalate and forward unresolved incidents to responsible teams for second-level support; route incidents not resolved by the first-level Service Desk to second-level support or to third-level Infrastructure Support teams; * Keep customers informed about the progress of their requests. **Requirements and Qualifications** **Academic Background:** Technical degree in Information Technology or a bachelor's degree (completed or in progress) in Information Technology. **Professional Experience:** Professional experience in first-, second-, or third-level IT user support and service activities. Microsoft certification (within the last 5 years) or IT-related courses and training (including undergraduate or technical education) totaling at least 300 hours. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Alelo meal or food allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy discount program; University partnership program; Total Pass; Internal education platform; Welcome Kit for newborns; Moodar platform (therapy platform with special rates for employees) Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been creating transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our workplaces are built by our employees, who wear the company shirt proudly and create a joyful, collaborative environment 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 onboarding, 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 PEOPLE WITH DISABILITIES (PCD)!**