Description: * Knowledge in: * Windows; * Office Suite; * Active Directory; * Hardware and Software; * Information Security; * Computer Networks; * Basics of Information Security; * Customer Service. * Advanced English (will be assessed). Preferred Qualifications: * Technical or undergraduate degree in Information Technology (IT); * ITIL certification; Work Schedule: * 7:00 PM to 7:00 AM — 12x36 shift. * Work model: 100% On-site. * Work location: Araxá, Minas Gerais—MG. NOTE: Hey! If you don’t meet all the job requirements, we still encourage you to apply—okay? We’ll carefully review your profile considering all your qualifications. What We’re Looking For: * A proactive individual who resolves tickets efficiently and is committed to customer satisfaction. Your Day-to-Day Responsibilities: * Receive, classify, log, handle, resolve, and—if unable to resolve—escalate incidents/tickets and service requests to the appropriate level; * Log entries into the ITSM tool to ensure proper routing to the correct team; * Guide users on current processes, policies, and procedures; * Keep incident/ticket requesters informed about progress, providing clarifications, guidance, and information; * Perform software configuration and maintenance. 2512210202551862480