Job Summary: The professional will be responsible for logging, diagnosing, and resolving user requests; managing incidents and service requests; and maintaining the knowledge base and communication. Key Responsibilities: 1. Initial support, diagnosis, and assistance to users 2. Resolution of incidents and service requests 3. Maintaining an up-to-date knowledge base Accurately log all requests (incidents, service requests, events, suggestions, questions) in our service management tool. Provide initial support, diagnosis, and assistance to users. Resolve incidents and service requests following established procedures, avoiding escalations. Keep users informed about the status of their requests. Escalate critical incidents as required. Perform remote access to resolve issues reported by customers. Assign tasks to teams responsible for resolving incidents and service requests. Consult second-level support or coordinators for technical or procedural questions not addressed in support tools or for unresolved cases. Respond to and resolve tickets within defined timeframes and scope. Seek definitive solutions whenever possible. Monitor the progress of incidents and service requests, maintaining communication with requesting and/or affected users. Maintain an up-to-date knowledge base to expedite resolution of known issues. Document solutions for system incidents, if necessary. Manage escalations when required. Close incidents upon user approval. Provide guidance on user requests. Manage tickets escalated to second-level support and other resolution teams, ensuring adherence to deadlines. Experience with Active Directory and servers Knowledge of Windows networks and Wi-Fi routers Experience with maintenance of desktops and laptops Experience with Windows OS formatting and basic Linux knowledge Experience with installation of peripherals and network printers Experience with Office and Teams Job Type: Full-time CLT Compensation: R$1\.800,00 per month Benefits: * Medical insurance * Dental insurance * Life insurance * Meal allowance * Food allowance * Transportation allowance Work Location: On-site