We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions experts and passionate about innovation! * **To infinity and beyond** \- We are *\#borderless*. Our team is spread across Brazil and around the world. * **Our culture** \- Even though we are remote, we stay connected. We hold ceremonies to get closer, share knowledge, and stay updated on our company’s latest news! * **We embrace diversity** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment, valuing and promoting plurality. Therefore, **everyone is welcome here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us on this journey? **Responsibilities and duties** **What we’re looking for:** A proactive, committed individual with strong interpersonal skills to join our Technical Support team. **Your day-to-day responsibilities will include:** * Providing on-site technical support to users, ensuring clear, courteous, and efficient service; * Logging, analyzing, and resolving tickets in an ITSM tool, ensuring proper classification, categorization, prioritization, and tracking according to SLA; * Handling tickets related to: * Operating systems (Windows); * Software, hardware, and peripherals; * Computer networks; * Office suite / Microsoft 365; * Printers, scanners, and mobile devices; * IT services, information security, and corporate products; * Performing initial analysis, troubleshooting, and resolution of low- and medium-complexity incidents and service requests; * Escalating tickets to resolver groups when necessary, ensuring accurate transfer of technical information; * Delivering technical support aimed at ensuring high availability, stability, and performance of client environments; * Guiding and training users, whenever needed, on proper use of systems, equipment, and IT best practices; * Supporting operational activities, validation routines, technical checklists, and recurring environmental tasks. **Requirements and qualifications** * Experience in technical support; * Experience in critical and high-availability environments; * Familiarity with SLA, ITIL, or ITSM tools; * Windows operating system; * Office suite / Microsoft 365; * Hardware (desktops, laptops, printers); * Basic networking concepts; * Terminal Server / Remote Desktop Services; * Computer networks (TCP/IP, DNS, DHCP concepts); * Information security (best practices, access control, policies). **Nice-to-have qualifications:** * Knowledge of **OTRS** or similar tools (GLPI, ServiceNow, Freshservice); * Experience in large-scale corporate environments; * Familiarity with environment monitoring and 24x7 operations support. **Work schedule** * ****12x36 shift \- 7:00 PM to 7:00 AM **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. **Additional information** **What you’ll find here:** * An environment conducive to **learning** and **professional growth** * **Performance evaluations** and **feedback**, supporting continuous development of our people * **Meal and/or food allowance**, usable for groceries and meals * **Medical and dental assistance**, so you and your family stay healthy * **Pharmacy partnership**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym membership partnership**, encouraging regular exercise * **SESC partnership**, providing varied cultural and leisure programming * **Partnerships for education**, including language learning, technology, and online course platforms * **Payroll-deductible loans**, with attractive rates, plus financial education programs * **Corporate University and knowledge pathways**, featuring diverse content on technology, soft skills, market trends, and much more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance** Here, stories never run short! So, how about grabbing your cup of coffee, tea, juice, or favorite beverage—and learning more about us, falling in love with what we do, exploring our open positions, and becoming part of this ever-growing team?
João Silva
Indeed · HR
João Silva
Indeed · HR
