First-Level Service Support Attendant

Description

Provide user support and assistance for technical issue resolution in information technology, as stipulated in the contract. **Responsibilities and Duties** * Receive, register, prioritize, and locate all service tickets related to the IT area; * Monitor and track the status of all registered service tickets; * Escalate and forward unresolved incidents—those not resolved at the first level of the Service Desk—to responsible departments for second-level support, or to the third-level Infrastructure Support team; * Keep customers informed about the progress of their requests; * Provide initial support, limited to script execution and adherence to first-level response timeframes, for basic software approved by the Information Technology Secretariat, such as BRoffice, antivirus software, and management software, among others; * Provide initial support for judicial automation applications—including script execution and compliance with first-level response timeframes—as defined by the Incident Management Team of the Systems Department; * Track the integration of assigned events, even when escalated to other support levels or outsourced to third-party contractors; the Service Center remains responsible for tracking and enforcing deadline compliance until event closure, including documentation of the root cause and resolution method; * Monitor second- and third-level support activities and close incidents upon customer confirmation; * Provide support for networks (including LAN and WAN), printing, email, Active Directory (user accounts and passwords), office application suites (Microsoft Office, LibreOffice, and BrOffice), remote support for administrative systems and judicial automation applications, clarification of related queries, user and group management services, control and authorization of user access to systems, and guidance on IT resource requests; * Provide remote support and configuration for institutional smartphones, multimedia projectors, smartcard readers, tokens, webcams, barcode scanners, digital certificates, mice, keyboards, monitors, microphones, speakers, and other IT equipment acquired or used in the activities of the Judiciary; Conduct customer satisfaction and service quality surveys, in accordance with parameters established by the Information Technology Secretariat. **Requirements and Qualifications** **Education:** Provide proof via declaration of enrollment in an undergraduate program in the field of Information Technology (currently enrolled with active registration), or a valid certificate/diploma of completion of an undergraduate program in Information Technology, officially recognized by the Brazilian Ministry of Education (MEC). **Courses/Certifications:** * Provide certification proving completion of at least 12 (twelve) hours of training in one of the following areas: * COBIT 5 or higher—COBIT 5 or higher certification may be submitted. * ISO 20000—certification may be submitted. * Provide certification proving completion of a Linux course with a minimum duration of 20 (twenty) hours; Linux-related certifications are acceptable. Provide certification proving completion of a computer networking course with a minimum duration of 40 (forty) hours or more. **Professional Experience:** Proven experience in user support, covering Information Technology, within HelpDesk or Service Desk environments—or equivalent technical support experience in IT. **We’re thrilled to have you here—even virtually! Would you like to get to know us better?** With 37 years of history, **Grupo Lanlink** builds transformative experiences—not only for companies but also for people’s lives—operating 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 culture is shaped daily by the people who make Lanlink happen: our employees, who wear the shirt proudly and collectively build a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationship with our people and our clients. It is nurtured through practices such as: hiring and onboarding well, inspiring others, speaking and listening, expressing gratitude, developing talent, caring, celebrating achievements, and sharing openly. We are many. We are diverse. **\#WeAreLanlink.** Now, we’d love to get to know you too. Join Lanlink! **Oh—and one important note:** All our job openings are **preferential for persons with disabilities (PCD).**