**\- Responsibilities:** Technical support to local or remote users; handling service requests, either in person or remotely; the Support Analyst will be responsible for receiving, registering, prioritizing, tracking, and responding in writing to all service requests received through the company's internal ticketing system. Maintain up-to-date customer documentation, document all procedures performed during support interactions, monitor and control the quality of support provided to the customer, suggest possible improvements to be implemented in the customer’s environment, monitor, track, and interact with the status of registered service requests. **\- Requirements:** Bachelor’s degree in IT or currently enrolled in such a program; experience in hardware maintenance activities at the level of basic software configuration; knowledge of the Windows environment and Microsoft Office; technical knowledge of internet, intranet, and email; networking knowledge at the configuration level; proficiency in installing and configuring printers, scanners, etc.; minimum experience in identifying potential hardware issues, including motherboards, cables, connectors, drivers, monitors, etc.; ITIL knowledge for user support activities; operating systems; hardware/software; performing backups, antivirus management, administration of email platforms such as Outlook and Gmail, etc.; documented experience in Level 1 and Level 2 support; appropriate telephone communication skills for customer support related to IT matters and remote assistance at the user’s workstation (software/system application installation and various PC configurations); assess whether service requests are high-severity and escalate such tickets to the responsible departments. **\- Problem-solving skills and agility.** **\- Strong communication skills (oral and written);** **\- Organizational and time-management abilities.** Job type: Full-time, Permanent CLT Salary: R$2\.000,00 \- R$2\.700,00 per month Benefits: * Meal allowance * Transportation allowance