Level 1 Support Technician

Description

Job Summary: Level 1 Support professional to serve on the front line of technical support, triaging, handling, and resolving low-complexity incidents with a focus on customer satisfaction. Key Highlights: 1. Efficient and courteous customer service 2. Resolution of low-complexity incidents 3. Opportunity to work in a team **Level 1 Support Technician** ========================= Solor Tecnologia | Rio de Janeiro - RJ | On-site Job Description We are seeking a Level 1 Support Technician to serve on the front line of technical support for our customers. The professional will be responsible for triaging, handling, registering, and resolving low-complexity incidents and requests, ensuring efficient, courteous, and problem-resolution-oriented service. Responsibilities and Duties * Handle tickets via ITSM * Register, categorize, prioritize, and track technical tickets * Provide first-level support and assistance (e.g., account unlocking, password resets, system-related queries, basic software and system support) * Escalate higher-complexity incidents and requests to upper tiers (N2/N3) * Monitor and ensure adherence to SLAs for all support activities * Maintain an up-to-date knowledge base with applied solutions * Support users in utilizing productivity tools such as the Office suite, web browsers, corporate systems, and others Requirements and Qualifications * Completed technical education in Information Technology or equivalent qualification * Minimum 1 year of prior experience in Service Desk or Help Desk environments * Experience supporting Windows 11 or later * Experience supporting end-users of MS Office 2019, 365, or later * Experience supporting internet browsers and corporate applications * Experience handling access management support: user account creation, password resets, account unlocking, email account creation * Solid understanding of fundamental computer networking concepts * ITIL V3 or higher (Foundation) certification or HDI Brasil certification * Strong verbal and written communication skills * Ability to work effectively in a team and under pressure * Proactive, organized profile with strong customer focus Desirable Qualifications * HDI certifications * ITIL certification * Microsoft IT Support Specialist Professional Certificate * Microsoft Certified: Azure Fundamentals (AZ-900) Streamlined Application Streamlined Application Salary Range To be determined Employment Type CLT Benefits Gympass Health Insurance Dental Insurance Life Insurance Meal Voucher (VR) Transportation Allowance About the Company Solor provides solutions and services to enhance the availability and performance of our clients’ IT services, ensuring continuity of digital operations, protecting their businesses, and optimizing their investments.