Description: Ensure operational continuity and efficiency for end users through on-site technical support and proactive maintenance of the IT infrastructure. Your mission is to guarantee that hardware and software environments—including the TOTVS ecosystem—operate without interruption, minimizing downtime and enhancing satisfaction levels of both internal and external customers through agile and effective service. Responsibilities and Duties WHAT YOU WILL DO:* Provide Level 1 and Level 2 technical support to local users, resolving hardware and software issues that could not be resolved remotely. * Perform diagnostics, repairs, and component replacements on desktops, notebooks, and peripherals. * Carry out full setup of new machines (operating system installation, productivity suites such as Google tools, and communication tools). * Ensure workstations meet the prerequisites required to run TOTVS systems (certified browsers, digital certificates, drivers for fiscal/thermal printers). * Support software package updates and patches on user machines in accordance with Central IT guidelines. * Maintain an up-to-date IT asset database, recording movements, new equipment entries, and responsibility agreements. * Manage inventory of spare parts (memory modules, mice, keyboards, cables) and IT consumables. * Provide basic physical connectivity support, such as testing network ports, replacing network cables, and verifying operation of local rack-mounted switches. * Meet established response and resolution timeframes, ensuring users are not left idle for extended periods. * Thoroughly document all performed activities in the ticketing system (Zendesk), contributing to the knowledge base. * Assist in implementing unit-level IT projects, such as mass equipment replacements (rollouts) or office layout changes. * Guide users on best practices for equipment usage and information security. * Monitor third-party technical visits (e.g., CPD air conditioning maintenance, internet links, or manufacturer warranty services). Requirements and Qualifications WHAT WE EXPECT FROM YOU:* Assembling, maintaining, and diagnosing desktops and notebooks (component replacement, upgrades). * Proficiency in Windows 10 and 11 (installation, configuration, troubleshooting). * Basic networking knowledge (IP configuration, cable testing, Wi-Fi connectivity, and understanding of VPN). * Support for Gmail, Chat, Teams, OneDrive, and Word/Excel. * Printer configuration (local and networked), scanners, data collectors, and projectors. * Familiarity with tools such as LogMeIn or Microsoft Remote Desktop. 2512200202551244477