The IT Assistant is responsible for providing technical support to users, monitoring and maintaining IT systems and infrastructure, and assisting in system analysis and testing. Their role is to ensure the efficient operation of the company’s technological resources, contributing to operational continuity and internal process improvement. * Register and classify technical incidents using ticketing systems (e.g., Jira Service Management, Zendesk), collecting detailed information to ensure efficient and prompt service delivery, thereby reducing user downtime. When performed: Daily. * Provide remote and on-site support to resolve issues related to hardware (computers, printers, peripherals) and software (operating systems, productivity applications, company-specific software), resolving hardware and software problems to ensure users can perform their tasks without interruption. When performed: Daily. * Instruct users on the correct use of systems and tools, delivering basic training and documenting solutions to recurring issues to increase employee autonomy and minimize error recurrence. When performed: Daily. * Monitor system and IT infrastructure performance using specialized tools (e.g., Zabbix, Nagios), identifying failures and preventing incidents to ensure technological environment stability and security. When performed: As needed. * Perform preventive maintenance on servers, computers, and other equipment, ensuring software updates and application of security patches to prevent failures and vulnerabilities. When performed: Regularly. * Execute backup routines and verify data integrity, ensuring information recovery in case of failures to prevent loss of critical data. When performed: As needed. * Maintain up-to-date technical documentation, including network diagrams, system configurations, and maintenance procedures, to facilitate future reference and ensure operational continuity. When performed: As needed. * Assist in gathering and analyzing requirements for new systems or improvements to existing systems, participating in meetings with users to understand their needs, ensuring technology solutions align with business objectives. When performed: As needed. * Conduct unit, integration, and acceptance testing, identifying and documenting defects to ensure the quality of implemented solutions, verifying that systems meet specifications and function correctly. When performed: As needed. * Classify, prioritize, and track incident resolution, ensuring compliance with SLAs (Service Level Agreements) and facilitating communication between users and technical teams to minimize operational impact and maintain productivity. When performed: As needed. * Identify root causes of recurring issues and propose solutions to prevent recurrence, documenting processes to optimize future resolutions and ensure operational efficiency. When performed: As needed. Job Competencies: Education: Currently pursuing technical or undergraduate studies in Information Technology or Engineering-related fields. Experience: 6 months to 2 years in technical support, user assistance, and maintenance of IT systems and infrastructure. Job Requirements: * Basic knowledge of Windows and Linux operating systems. * Knowledge of computer networks and hardware/software support. * Proficiency in using ticketing and system monitoring tools. * Analytical ability to identify and resolve problems. * Strong communication and user support skills. * Organizational skills and attention to detail to maintain updated technical documentation. * Proactivity in seeking improvements and preventing incidents.