IT Support Technician

Description

Job Summary: Technical Support professional responsible for user support and resolution of incidents, performing investigation, diagnosis, and problem resolution. Key Highlights: 1. User support and resolution of low- to medium-complexity incidents 2. Creation and updating of technical procedures and knowledge base 3. Interaction with various support levels and customers **Profile:** Knowledge of microcomputing and the requirements listed below **Scope:** **Responsibilities:** Respond to user requests and incidents, resolving them in accordance with technical procedures and agreed-upon deadlines. Provide technical support to customers regarding resolution of low- to medium-complexity incidents. Create and maintain up-to-date technical procedures and knowledge base. Investigate, diagnose, and test solutions prior to contacting the requester. Collaborate with other support levels to identify appropriate solutions. Interact with customers at all hierarchical levels. Provide end-user support, assisting and addressing questions related to support/infrastructure/systems. **Experience:** Point-of-Sale (POS) knowledge (maintenance and installation) – Front Counter **(Mandatory)** Active Directory, DNS, DHCP, file server, print server; Google Workspace (G Suite) tools; Knowledge of Office 365, including installation, configuration, and rule administration; User support, desktop/notebook/tablet configuration; Applications, hardware, printers, etc.; Network infrastructure knowledge, including routers and switches; Experience operating within an ITSM environment with defined SLAs; Remote support (AnyDesk, TeamViewer); Experience operating within a support center governed by metrics and KPIs such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Customer Satisfaction. **Requirements:** Bachelor’s degree or currently enrolled in an Information Technology program; Strong written and verbal communication skills; resilience, dynamism, proactivity, and ability to work under pressure; **Preferred Qualifications:** ITSM ServiceNow knowledge and usage. Experience in commercial/wholesale environments. VTEX knowledge. **Address:** Av. Brasil, 3666 - Benfica, Rio de Janeiro - RJ, 20930-040 - 07:00 to 15:00 (Monday to Friday), 07:00 to 12:00 (Saturday) **Duration:** March 24, 2026 to April 23, 2026 *CONTRACT TYPE: MEI OR RPA* Employment Type: Full-time, Direct Hire (CLT), Temporary, Freelance / PJ Contract Duration: 1 month Compensation: R$2.640,00 per month Work Location: On-site