User Technical Support

Description

Job Summary: A specialized technical support professional responsible for analyzing, diagnosing, and resolving hardware, software, system, and network incidents. Key Highlights: 1. Specialized technical support for corporate IT environments 2. Incident analysis, diagnosis, and resolution 3. Preventive and corrective maintenance of equipment The professional will provide specialized technical support to end users, performing analysis, diagnosis, and resolution of incidents related to hardware, software, operating systems, and network connectivity. Will handle technical service requests, perform preventive and corrective maintenance on equipment, configure systems, and support the stability of the company’s and its clients’ IT environments. Will also be responsible for logging and tracking all support activities, ensuring organized information management and high-quality support delivery. **Main Responsibilities** * Respond to and resolve Level 2 (N2) technical support requests (remote and on-site); * Diagnose and resolve issues related to hardware, software, operating systems, and networks; * Install, configure, and maintain computers, laptops, and peripherals; * Support administration of Windows environments and corporate tools; * Provide support for corporate applications (Outlook, Teams, Office, etc.); * Log and document support requests in the ticketing system; * Perform preventive maintenance routines and user guidance; * Assist the technical team in identifying and resolving recurring incidents; * Ensure service quality and SLA compliance. **Daily Challenges** * Efficiently and systematically handle multiple technical support requests; * Rapidly identify root causes of technical issues; * Translate technical language into user-friendly terms for users with varying levels of technical knowledge; * Maintain a high standard of service and user experience. **Technical Requirements** * Currently pursuing or holding a bachelor’s degree in **Information Technology, Networking, Systems, or related fields**, or equivalent technical certification; * Minimum of **1 year of experience in corporate technical support (Level 2\)**; * Proficiency in **Windows, macOS, and Microsoft 365 suite (Outlook, Teams, Excel, Word, etc.)**; * Knowledge of **hardware, software, and network diagnostics**; * Experience with **ticketing and remote support tools**; * Basic networking knowledge (TCP/IP, file sharing, connectivity); * Willingness to travel when required. **Behavioral Competencies** * Clear and professional communication; * Active listening and user-focused service orientation; * Organization and multitasking ability; * Proactive problem-solving; * Ability to work under pressure; * Collaboration and teamwork. **Preferred Qualifications** * Familiarity with **Microsoft corporate environments**; * Knowledge of **ITIL4, Scrum, or IT service management best practices**; * Experience with **GLPI (as user or technician)**; * Understanding of **Lean, PDCA, RACI, or continuous improvement methodologies**. **Location:** Salvador **Work Model:** On-site **Working Hours:** 44 hours per week Monday to Thursday: 8:00 AM – 6:00 PM Friday: 8:00 AM – 5:00 PM Availability for occasional weekend work, as needed. **Salary:** R$ 1\.716,00 **Benefits** Meal Allowance: R$ 40.00 per working day Transportation Voucher Life Insurance Telemedicine Compensation: R$1\.636,00 \- R$1\.716,00 per month Benefits: * Dental care * Life insurance * Meal allowance * Transportation voucher Work Location: On-site