Technical Support Assistant - Brasília/DF

Description

Job Summary: The Gran is seeking a Level 1 Technical Support Assistant to provide technical support to students, delivering Level 1 assistance, triaging, and resolving technical issues. Key Highlights: 1. Multichannel Level 1 Technical Support 2. Analysis and handling of technical requests 3. Guidance on platforms and applications across various systems We are looking for a **Level 1 Technical Support Assistant** to join our **Student Technical Support** team at **Gran**, and change lives with us! **Gran** is an ecosystem that unites **education** and **technology**, accelerating and customizing learning for diverse needs and moments, having already impacted over 2 million lives. **Today, we have two main verticals:** Preparatory Courses and Gran University. Currently, we serve more than **820,000 students**, present in over **1\.500 Brazilian municipalities**. Our mission is to enable high-quality, diverse, and inclusive education—geographically and economically. Our cutting-edge technology serves as a catalyst, unlocking countless future possibilities. We strongly believe that **education is a right for all**, and we strive to make this a reality across Brazil. We know education is the key to many possible futures, and we possess the tools that facilitate access to education at various levels for thousands of Brazilians. This position follows our ***Gran Mix*** work model, where work is performed remotely on certain days of the week, while attendance at our office in Brasília/DF is required on other days. All our positions follow the CLT employment regime. Interested? Join us as a **GranLover**! Want to learn more about us? Click HERE to return to our careers page. **Responsibilities and Duties****Here’s what you’ll do:** * Respond to cases promptly, ensuring writing quality and service excellence; * Serve as the primary point of contact for Level 1 Technical Support, analyzing and handling technical requests via Help Desk centers; * Triaging support requests, gathering information and/or evidence to escalate issues to Level 2 support; * Provide multichannel support (chat, WhatsApp, phone, and e\-mail); * Expedite customer issue resolution and ensure their success; * Deliver platform guidance across different operating systems (Windows, Linux, macOS); * Provide guidance on application functionality for smartphones (Android, iOS); * Configure systems integrated with the organization; * Strictly adhere to internal processes aligned with your responsibilities. **Requirements and Qualifications** **What we’re looking for:** * Solid experience as a Help Desk professional; * Completed or ongoing undergraduate degree in IT; * Basic knowledge of computer science (software, browsers, networks, operating systems, and mobile devices); * Agility and proactivity in pursuing optimal solutions, consistently offering constructive feedback for business and procedural improvement. **Additional Information****Here’s what you’ll enjoy:** **Health and Well\-Being:** * SulAmérica Health and Dental Plan with nationwide coverage, fully funded by the company. * Wellhub (Gympass) or gym reimbursement. * Massage scheduling app. * Sesc partnership, granting access to cultural and leisure activities. * Starbem, Avus, and Auster apps: comprehensive health, well\-being, and support services—including psychological, financial, and legal assistance. **Meals:** * Meal or Food Allowance paid via iFood card. **Recognition and Incentives:** * Home Office Allowance paid via iFood card. * Profit Sharing (PLR), per current regulations. * Extended maternity and paternity leave. * GranPix \- Project recognition program with awards. * Childcare Allowance. **Professional Development:** * Full tuition scholarship for Undergraduate and Postgraduate programs at Gran University. * Free unlimited Gran Concursos subscription. * Gran Academy \- Corporate University for GranLovers’ development. * Study incentive policies promoting continuous learning.  **Special Benefits:** * Onboarding kit and equipment provided by Gran. * Christmas Bonus in December. * Gran Baby Kit — a gift celebrating newborns in the family. * M.O.M \- Moment Off Mamãe: 1 (one) additional day off per year, to be scheduled with your direct manager. * Gran School Supplies Kit \- school supplies allowance. * Inclusion Allowance \- exclusively for people with disabilities (PcD). * Petlove — pet health insurance for family pets. **Time for You:** * Birthday Day Off. * Life Insurance. **Work Location:** Brasília/DF **Working Hours:** 44 hours per week **Application Period: Until March 06, 2026** **We value diversity and welcome everyone in our selection processes!** Our communication occurs via e\-mail and/or WhatsApp. Therefore, please ensure your registration details are up to date and monitor your inbox and spam folder. All Gran processes are conducted entirely online, and feedback is provided upon completion of each stage. If you encounter issues with the platform, please contact Gupy’s Help Center! #### **We are an ecosystem that unites** **education** **and** **technology**, accelerating and customizing learning for diverse needs and moments.