Level 2 Support Technician

Description

Job Summary: Responsible for opening, categorizing, prioritizing, and resolving incident and request tickets at the second level of support, performing diagnostics and service delivery. Key Highlights: 1. Incident and request handling and resolution 2. Remote intervention for configurations and repairs 3. Clarification of doubts regarding corporate systems and software Open, categorize, and prioritize requests, perform diagnostics, deliver service, and resolve tickets (incidents and requests) assigned to the second level under the referenced contract. **Responsibilities and Duties** **Main Activities:** Manage and monitor deadlines for requests escalated to Level 2; Forward and track tickets to internal system owners for demand negotiation and timeline agreement; Perform remote interventions on end-user workstations—upon authorization by the ticket owner—to carry out configurations, application installations and removals, software updates, and various repairs; Receive solutions and close incidents and requests; Provide clarification on the use of corporate systems or basic software; Document and update all processes executed by the team; Escalate and forward incidents unsolvable at this level to the infrastructure support team (third level). **Requirements and Qualifications** **Education:** High school diploma; **Professional Experience:** Experience in local and remote support activities using remote connection tools (installation, configuration, and maintenance) for Windows 7, 8, 10 or later operating systems; Microsoft Office versions 2016 and 365 or later; and software required for job execution, including microcomputer maintenance; **Certifications:** Microsoft "MD\-100: Windows 10", or a training certificate with a minimum duration of 40 (forty) hours, or equivalent; Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent; HDI Desktop Support Technician (HDI\-DST), or equivalent. Knowledge/Courses: Advanced knowledge of maintenance and configuration of environments running 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 computer networks—wired and wireless—including 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, and support for IP telephony and IP camera systems; Proficiency in techniques for both reactive and proactive remote support; Proficiency in techniques for in-person customer service. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Meal allowance or food voucher; Life insurance fully covered by the company; Transportation voucher; Pharmacy discount program; University tuition discount program; Gympass; Internal e-learning platform; Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our workplaces are shaped by our employees, who wear the company’s values proudly and build a joyful, collaborative environment every day. We believe trust is the foundation of our relationship with our people and customers—a trust cultivated through practices such as hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PEOPLE WITH DISABILITIES (PCD)!**