Description: Requirements and qualifications: * Office 365 knowledge – account creation, password resets, permission groups; * Administration of other IT tools and resources such as: ADFS, AD, AD Connect, DNS, Windows, Firewall, Outlook, Skype for Business; * Knowledge of Windows 10/11; * Basic understanding of IT Governance (ITIL/Cobit); * Equipment formatting; * Create, update, and document procedures and best practices, always aiming for continuous improvement; * Experience in operations within a support center governed by metrics/indicators, such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. * Higher education degree (completed or currently pursuing) in Information Technology; Preferred qualifications: * ITIL certification; * Familiarity with ITSM tools, especially Topdesk; Working hours: * Monday to Friday, from 9:00 AM to 6:00 PM (one Sunday per month on-call); * Work model: 100% in-person. * Work location: Osasco, São Paulo – SP. NOTE: Hey! Even if you don’t meet all the job requirements, we still encourage you to apply. We’ll carefully review your profile considering all your qualifications. What we’re looking for: * Experienced professional in Field Service to perform installation, maintenance, and technical support of equipment/systems; Your day-to-day responsibilities will include: * Providing user support via telephone, remote, or in-person assistance, and registering incidents to enable analysis and resolution, escalating them to resolver teams when necessary; * Handling tickets related to operating systems, software, hardware, networks, and Microsoft Office Suite, as well as more technical requests concerning services, security, and products; * Investigating, diagnosing, and testing solutions before contacting the requester; * Interacting with clients at all hierarchical levels; * Supporting end users by assisting and resolving their questions related to support/infrastructure/systems; * Guiding users on current processes, policies, and procedures; 2512140202201920058