Job Summary: A technical support analyst providing first-level support through telephone, remote, and in-person assistance, and managing IT service requests for internal and external users. Key Highlights: 1. First-level user support and technical assistance 2. Management and resolution of IT service requests 3. Maintenance and installation of microcomputer and network equipment **ABOUT THIS POSITION:** * Vacation Coverage (temporary position) * Work Location: Poços de Caldas/MG \- Campo da Mogiana neighborhood (on-site) * Working Hours: Monday to Friday \- 9:00 AM to 6:00 PM * Employment Type: CLT (Consolidation of Labor Laws) * Remuneration: R$2\.680,95 \+ Benefits **REQUIRED QUALIFICATIONS:** * Technical degree in IT (completed) or Bachelor's degree in IT (completed or currently enrolled from the 3rd semester onward); * Training certificate of at least 20 (twenty) hours on Microsoft Windows 10 or higher \+ Training certificate of at least 20 (twenty) hours on ITIL V4 or higher * Prior experience as a support analyst; * Knowledge of microcomputer operation, including office automation software **RESPONSIBILITIES:** * First-level support, including telephone, remote, and in-person assistance, as well as initial handling of requests from internal and external users * Receive, register, track, process, resolve, and close IT service requests submitted by internal and external users via the IT service request management system * Process, classify, and reclassify requests according to the IT Service Catalog * Clarify doubts and guide internal and external users on any topics and technologies related to contracted services * Document all support interactions and corresponding solutions * Forward requests requiring other departments’ involvement exclusively when they cannot be resolved internally, with proper documentation in the system * Investigate, diagnose, resolve, and document root causes and solutions for microcomputer-related issues * Replace consumables and perform general maintenance on microcomputer equipment * Perform testing, activation, and deactivation of network ports and microcomputer equipment * Assemble and install cabling between network equipment and patch panels, and between network outlets and user devices * Prepare a monthly report on support scripts, procedures, manuals, and other articles added to or updated in the knowledge base during the period. **BENEFITS:** * Meal Allowance \- R$31,43 per workday; * Transportation Allowance; * Life Insurance; * SESC Membership; * GoGood (gym membership plans) Minimum Education Level: Bachelor's Degree
João Silva
Indeed · HR
João Silva
Indeed · HR
