Job Summary: Technical Support Professional providing telephone support, incident resolution, user training, and incident and request management in an operational environment. Key Highlights: 1. Telephone support and remote access-based incident resolution 2. User training and incident and request management 3. Knowledge of ITIL, Microsoft Windows 10, and Customer Experience Provide telephone support to users, following the knowledge base or performing remote access, with the objective of resolving incidents. Conduct user training on the use of available applications. Register network access and usage, using forms and according to client instructions. Install software and updates, in accordance with projects and requests. Monitor, prioritize, escalate, classify, categorize, resolve, and close incidents, requests, or events. **Requirements:** Completed or ongoing undergraduate degree in a related field; Experience in service desks within operational environments; ITIL knowledge, verified through 40 hours of coursework; Knowledge management course, verified through 40 hours of coursework; Microsoft Windows 10 knowledge, verified through coursework (40 hours); Customer Experience course for IT/Support; Official HDI: Support Center Analyst certification. **Preferred Skills:** \*Network troubleshooting; \*Operating systems (MS Windows); \*Digital certificates; \*Preparation of reports and knowledge base documents; Certifications in Linux, information security, servers, technical support, structured cabling are advantageous. Employment Type: Full-time, Permanent/CLT Compensation: R$1.900,00 - R$2.100,00 per month Benefits: * Medical insurance * Dental insurance * Food allowance * Meal voucher * Transportation allowance Selection Question(s): * Please specify your disability.