Job Summary: The professional will provide specialized technical support, analyzing, diagnosing, and resolving incidents related to hardware, software, systems, and connectivity. Key Highlights: 1. Specialized technical support for hardware, software, systems, and network 2. Handling service tickets and performing preventive/corrective maintenance 3. Recording and tracking service requests to ensure quality The professional will be responsible for delivering specialized technical support to users, performing analysis, diagnosis, and resolution of incidents related to hardware, software, operating systems, and network connectivity. They will handle technical service tickets, perform preventive and corrective maintenance on equipment, configure systems, and support the stability of the company’s and its clients’ IT environments. They will also be responsible for recording and tracking all service requests handled, ensuring organized information management and high-quality support delivery. **Main Responsibilities** * Handle and resolve Level 2 (N2) technical support tickets (remote and on-site); * Diagnose and resolve issues related to hardware, software, operating systems, and network; * Perform installation, configuration, and maintenance of computers, laptops, and peripherals; * Support administration of Windows environments and corporate tools; * Provide support for corporate applications (Outlook, Teams, Office, etc.); * Record and document service requests in the ticketing system; * Execute preventive maintenance routines and provide user guidance; * Support the technical team in identifying and resolving recurring incidents; * Ensure high-quality service delivery and SLA compliance. **Day-to-Day Challenges** * Efficiently and systematically handling multiple technical support tickets; * Rapidly identifying root causes of technical issues; * Translating technical language into terms understandable by users with varying levels of technical knowledge; * Maintaining a high standard of service and user experience. **Technical Requirements** * Currently pursuing or having completed a bachelor’s degree in **Information Technology, Networking, Systems, or related fields**, or equivalent technical training; * 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 ability to manage multiple tasks; * Proactive problem-solving; * Ability to work under pressure; * Collaboration and teamwork. **Preferred Qualifications** * Familiarity with **Microsoft corporate environments**; * Knowledge of **ITIL4, Scrum, or other IT service management best practices**; * Experience with **GLPI (as user or technician)**; * Familiarity with **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 Occasional weekend availability as required. **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 assistance * Life insurance * Meal allowance * Transportation voucher Work location: On-site