Job Summary: We are looking for committed and motivated individuals to serve as Single Point of Contact (SPOC), resolve first-level incidents, and assist in maintaining the knowledge base. Key Highlights: 1. Single Point of Contact (SPOC) for users 2. Resolution of low-complexity incidents 3. Assistance in controlling and organizing the IT inventory ALT – Acessoline Telecomunicações LTDA, part of the Brasil Tecpar Group, is a telecommunications company. As a telecommunications service provider, ALT delivers connectivity services to corporate, government, wholesale, and residential markets. To deliver the best services, we rely on a skilled team and a modern, up-to-date technological infrastructure. ALT operates one of the largest digital networks in southern Brazil, recognizing the importance of delivering high-quality internet services. We seek committed, motivated individuals ready to contribute to our team. Join us in expanding connections. **Responsibilities and Duties** **Responsibilities** * **Single Point of Contact (SPOC):** Support users via phone, chat, email, or ticketing system, opening and triaging service requests. * **First-Level Resolution:** Resolve low-complexity incidents (e.g., password resets, access permissions, common software errors). * **Access Provisioning:** Create user accounts and grant access to internal systems and Active Directory (AD). * **Escalation:** Identify service requests requiring higher technical expertise and promptly escalate them to Level 2 or Infrastructure teams, adhering to company workflows. * **Knowledge Base Maintenance:** Contribute to creating Frequently Asked Questions (FAQ) articles to support self-service culture. * **Inventory Management:** Assist in physical control and organization of IT equipment and peripherals in stock. **Requirements and Qualifications** **Required Knowledge for the Role** * **Operating Systems:** Basic/intermediate knowledge of Windows 10/11 and familiarity with Linux (Ubuntu/Debian). * **Office Suite/Microsoft 365:** Support for Outlook, Word, Excel, Teams, and OneDrive. * **Hardware:** Identification of components and peripherals (desktops, laptops, printers, headsets). * **Basic Networking:** Familiarity with structured cabling, Wi-Fi, IP configuration, and connectivity testing (ping, tracert). * **Frameworks:** Familiarity with **ITIL v4** (concepts of Incident, Service Request, and Service Level Agreement – SLA). **3. Required Skills for the Role (Practical)** * **Customer Service:** Courtesy, patience, and active listening to understand the user’s issue. * **Basic Troubleshooting:** Ability to follow technical procedures to identify simple software or hardware failures. * **Ticket Management:** Ability to clearly document service requests, including detailed history and correct categorization. * **Installation and Configuration:** Hands-on experience installing standard software, drivers, and configuring network printers. * **Teamwork:** Constant collaboration with Level 2 and Level 3 teams for accurate escalation of complex issues. **Preferred Education** * **Degree:** Currently enrolled (from 1st semester onward) or completed in Computer Networks, Information Systems, Computer Science, or related fields. * **Additional Courses (Preferred):** * MD-100 Certification (Windows Client). * ITIL v4 Foundation. * Customer Experience (CX) or Customer Service courses. **Additional Information** * Medical assistance * Life insurance * Meal allowance * Transportation allowance Nice to meet you—we are Brasil TecPar! **For over 30 years**, we have pursued the exciting mission of simplifying life through technology and connectivity, **transforming Brazil’s digital future.** We are a diverse team of tech-passionate talents united by our commitment to creating impactful solutions that improve people’s lives across every corner of the country. Recently, we took another important step in our growth journey: the companies **Blink, Justweb, and Nova are now part of our ecosystem!** Together, we further expand our presence and capacity to transform connectivity in Brazil. We are recognized by the ABRINQ Foundation as a child-friendly company. In addition, we hold certifications from ISO 27001, KINDNS, the Brazilian GHG Protocol Program, and Move for Good. By Q2 2025, we grew by 70.5% and have already connected over 1 million customers nationwide. Today, we are more than 4,000 TecFriends spread across 8 Brazilian states. Every voice matters, and every idea is an opportunity to make a difference! Here, you’ll have the freedom and support to explore your passions, develop your skills, and reach your full potential. More than connecting—it’s about evolving constantly. Shall we go together? #VemSerUmTecFriend