**Description:** **Education:** High school completion certificate; **Professional Experience:** Experience in activities related to on-site and remote support via remote connection tools (installation, configuration, and maintenance) on Windows 7, 8, 10 or higher operating systems, Microsoft Office versions 2016 and 365 or higher, and software required for work-related tasks, as well as microcomputer maintenance **Certifications:** **Microsoft MD\-100:** Windows 10, or a training certificate with at least 40 (forty) hours of instruction, or equivalent. **Microsoft 365 Certified:** Modern Desktop Administrator Associate, or equivalent; HDI Desktop Support Technician (HDI\-DST), or equivalent. **Knowledge/Courses:** Advanced knowledge in maintenance and configuration of environments using Microsoft Windows 7 and Windows 10; Proficiency in installation, configuration, and customization of software and/or products on workstations; Knowledge of configuration and support for Microsoft Office suite and Open platform (BROffice); Knowledge of wired and wireless computer networks, TCP/IP protocol, encryption, and wireless network security; Knowledge of structured cabling, network point installation and maintenance, and cable crimping; Knowledge of printer configuration and maintenance; Knowledge of configuration, maintenance, telephone systems, and IP cameras; Proficiency in active and passive remote support techniques; Proficiency in face-to-face customer service techniques. **Main Responsibilities:** Manage and track deadlines for requests forwarded to level 2 support; Forward and monitor tickets to internal system owners to submit demands and negotiate deadlines; Perform remote interventions on user workstations, upon authorization from the ticket owner, to carry out configurations, installations, and removals of applications, software updates, and various repairs; Receive solutions and close incidents and requests; Provide clarification and answer questions regarding the use of corporate systems or basic software; Document and update all processes executed by the team; Escalate and forward incidents that cannot be resolved to the infrastructure support team (third level). 25102402022044764