**Overview** --------------- Do you want to be part of a team that values technical knowledge, proactivity, and excellent customer service? If you have fluent English and experience in IT support, this is your opportunity to take on a strategic role as an **Expert Support Technician** at a company that invests in your development. **On-site position in Atibaia**. **Responsibilities and duties** ----------------------------------- * Provide on-site or remote user support, resolve questions and issues related to computer systems, perform network, telephony, desktops, notebooks, printers, mobile devices maintenance, install and configure software, and set up multimedia and interactive devices such as video games, smart TVs, and other peripherals; * Perform hardware maintenance and replace components when necessary; conduct technical analysis, installation, and configuration of various software and applications; * Analyze requests to understand and assess whether needs fall within the scope of support; * Analyze reported issues, identify technical complexity, work on resolving problems related to IT infrastructure and platform environments, or route them to an appropriate technical resolution group; * Accurately record actions taken to resolve or forward customer requests, including evidence and problem details, ensuring information quality and properly completing records according to company standards; * Monitor technical support tickets and service queues to ensure proper escalation and incident resolution according to agreed SLAs, identify critical tickets and escalate them to specialists for appropriate handling; * Stay constantly updated by following operational procedures, participating in their review and updates, researching new solutions, and critically analyzing impacts on processes to alert and/or propose improvements; * Report through tickets any issues or incidents related to the unit where assigned that affect employee work performance; * Keep employee workstations organized (monitor, keyboard, mouse, cables); maintain a proactive environment; * Handle high-complexity incident resolution via phone, remote access, ITSM tools, and in person; provide technical support to internal, external, and VIP users; * Configuration and support services for conference rooms; * Create and update technical documentation; * Carry out third-party activity monitoring tasks as assigned; * Lead improvement initiatives by identifying key problems and issues and proposing solutions; * Desired Experience: Over 4 years in technical support **Requirements and qualifications** ------------------------------ * Bachelor's degree completed; postgraduate degree desirable * Desired courses: Degree in Technology, Administration, or related fields * **Desirable Hard Skills:** * ITIL 4 certification preferred; * Knowledge of Information Security and LGPD desirable; * Experience with UNIX/LINUX operating systems for client installation and configuration; * Solid knowledge in managing Desktops, Notebooks, Televisions, Printers, and Video Conferencing; * Advanced Windows knowledge; Advanced Microsoft 365 and Office Suite knowledge; Advanced machine maintenance skills; Intermediate wireless networking knowledge; Advanced knowledge of IT inventory and stock management; * **Desirable Soft Skills:** * Strong verbal and written communication skills; * Advanced/Fluent English (mandatory); * Teamwork ability; * Ownership mindset; * Collaborative thinking; * Organized and proactive; * Continuous learning orientation. Minimum Education Level: Bachelor's Degree Languages:* English (Advanced) * Certification Program * Life Insurance * Medical Coverage * Dental Coverage * Pharmacy Benefit * Meal or food allowance * Mobiflix - course platform