Description: Education: Completed high school plus proven technical experience in the IT field, or a professional technical course in IT, or ongoing undergraduate studies in IT. Courses: Professional course in computer, printer, and network assembly and maintenance; ITIL Foundation v3 or higher training, minimum duration of 24 hours; ISO/IEC 20000 Foundation course, minimum duration of 16 hours. Knowledge: Basic knowledge of microcomputer maintenance (hardware and software) and operation; Basic knowledge of computer networks and TCP/IP; Basic knowledge of network equipment (switches and wireless access points); Knowledge of remote access tools; Technical knowledge in the ICT field compatible with the activities to be performed. Professional Experience: Experience in microcomputer technical support (hardware, software, printers, antivirus); Experience in installation and configuration of application and office software; Experience in installation and configuration of Windows 7/8.1/10/11; Experience in supporting public administration systems using digital certificates and tokens; Experience in supporting videoconferencing users (Polycom, Skype for Business, Google Meet, Microsoft Teams, or similar); Experience with ITSM tools (e.g., GLPI, OTRS, AGHUx, SEI). * Perform technical support services either on-site or remotely, as required by incidents registered in the ITSM tool. * Conduct diagnosis, identification, and resolution of incidents and service requests related to hardware, software, operating systems, antivirus, local networks, office tools, and institutional systems. * Install, configure, maintain, and repair computers, laptops, printers, scanners, webcams, and other peripherals. * Perform installation and configuration of application software, Microsoft Windows operating systems (7/8.1/10/11), corporate tools, and institutional applications. * Provide support for systems used in public administration, including access via digital certificates and tokens (e.g., SIAPE, SIAFI, SIGEPE, etc.), where applicable. * Support and monitor videoconferencing activities, including equipment testing, configuration, and user assistance. * Provide on-site support with a courteous, proactive, and technically competent attitude, ensuring clear and appropriate communication with end users. * Carry out relocation, verification, and inventory of IT assets, ensuring accurate and updated asset records. * Contact vendors and technical assistance services when necessary, adhering to warranty periods and defined procedures. * Record, update, and close tickets in the ITSM tool, ensuring complete and accurate historical records. * Escalate requests to Level 3 support when they exceed the scope of the Senior Level’s technical capabilities, monitoring adherence to response time SLAs. * Contribute solutions and standardized procedures to the knowledge base for future reference. * Comply with Lanlink’s processes, policies, and obligations related to Compliance, Information Security, and Governance. * Perform other related duties as assigned by management, provided they fall within the technical scope of the position. 2512060202191907704