Handle the opening, categorization, and prioritization of requests, performing diagnosis, response, and resolution of incidents and service requests assigned to the second level under the referenced contract. **Responsibilities and duties** * Identify / Analyze / Correct incorrectly or incompletely registered requests; * Investigate / Diagnose incidents and service requests; * Execute technical instructions; * Escalate / Forward requests; * Execute technical instructions remotely; * Perform laboratory maintenance activities, including repair of equipment and peripherals; * Conduct on-site technical visits for situational analysis of ICT equipment (inspection and inventory), especially computers and peripherals; * 8\. Record in the Demand Management System details of the handling provided to requests, maintaining a history that may prove useful; * Register and notify the user upon reclassification of a request that implies changes to its service levels; * Create / Maintain / Update knowledge base documents, support procedures (scripts), FAQs, etc. * Perform activities related to: support, maintenance, and configuration of Operating Systems, Application Software, and Administrative Software on contract equipment and on authorized users’ personal devices used for telework; * Document technical-operational routines; * Monitoring procedures; * Reading reports and isolating failures; * Operating corporate network infrastructure systems; * Preventive and corrective hardware maintenance (desktops, notebooks, and peripherals) and data network infrastructure; installation and configuration of equipment. **Requirements and qualifications** **Education:** Completed or ongoing undergraduate degree in Information Technology, duly recognized by the Brazilian Ministry of Education (MEC). **Courses:** ITIL Foundation V3 or higher certification required — either a participation and completion certificate from a 20-hour qualification course in **ITIL** Foundation V3 or higher, or an official **ITIL Foundation V3 or higher** certification; Microsoft Windows 7 or higher certification required — either a participation and completion certificate from a **Microsoft Windows 7** or higher course with a minimum duration of 40 hours, or an official **MCP** certification for Microsoft Windows 7 or higher. **Knowledge:** Basic knowledge of microcomputer maintenance (hardware and software) and operation; Basic knowledge of computer networks and TCP/IP; Basic knowledge of network equipment (switches and wireless access points); Technical knowledge in the ICT field compatible with the activities to be performed. **Professional experience:** Experience in technical support and computer networking activities. **Additional information** Benefits: Hapvida, Bradesco Saúde, or Unimed health plan (subject to local availability); Hapvida Odonto or Bradesco Dental dental plan; Alelo Food or Meal Allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit program; University partnership program; Gympass; Auster; Internal education platform; Welcome-to-the-Baby Kit; Moodar platform (therapy platform offering special rates for Lanlink employees) **We’re thrilled to have you here — even if virtually! How about getting to know us better?** With 37 years of history, the **Lanlink Group** builds transformative experiences — not only for companies but also for people’s lives — operating across all five regions of Brazil. We envision the future with a purpose to impact lives and serve as a safe harbor for innovation. Our environments are built by those who make Lanlink happen every day: our employees, who wear the shirt proudly and together build a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationships — both with our people and with our clients. It is cultivated through practices such as: hiring and welcoming well, inspiring, speaking and listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. **\#WeAreLanlink.** Now, we’d love to get to know you too. Join Lanlink! **Oh, and one important note:** All our job openings are **preferential for persons with disabilities (PCD).**
João Silva
Indeed · HR
João Silva
Indeed · HR
