TECHNICAL SUPPORT I

Description

Job Summary: A technical support professional responsible for handling service requests and incidents, ensuring service quality, accurate information recording, and adherence to deadlines, with a focus on microcomputing and IT infrastructure. Key Highlights: 1. In-person and remote user support for microcomputing and IT 2. Hardware maintenance and software/application configuration 3. Ticket monitoring and incident escalation **Job Overview** Responding to user support requests via tools and processes for requests and incidents, ensuring service quality, accuracy of information recorded in systems, and compliance with established response timeframes, in accordance with internal policies, procedures, and applicable legislation. Experience in end-user support, incident handling, software and operating system updates and installations, hardware knowledge, Windows and Microsoft Office proficiency. Customer service orientation; desktop, laptop, printer, network, etc. installation and configuration; support for core Windows and Microsoft 365 technologies; collaborative experience including remote PC access, VPN, and support tools. **Key Responsibilities:** Provide in-person or remote support to users and resolve issues and queries related to microcomputing; perform network, telephony, desktop, notebook, printer, and mobile device maintenance; install and configure various software applications; Perform hardware maintenance and component replacement as needed; conduct technical analysis, installation, and configuration of diverse software and applications; Analyze incoming requests to understand and assess whether requirements fall within the defined scope of support; analyze reported issues, identify technical complexity, resolve infrastructure and IT platform-related problems, or escalate to an appropriately skilled resolution team; Accurately document all actions taken to resolve or forward customer requests, including evidence and detailed problem descriptions, ensuring high-quality information entry and compliance with company-established record-keeping standards; Monitor technical support tickets and service queues to ensure appropriate escalation and timely incident resolution per agreed SLAs; identify critical tickets and escalate them to Specialists for proper handling; Maintain up-to-date knowledge by continuously reviewing operational procedures, participating in their revision and updating, researching new solutions, and critically analyzing impacts on processes to proactively alert and/or propose improvements; Report, via ticket, any issues or incidents affecting the assigned unit that impact employee productivity. Keep employee workstations organized (monitor, keyboard, mouse, cables). Maintain a proactive environment. \#Level I Handle low-to-medium-complexity incidents via phone, remote access, ITSM tools, and in-person interaction; provide technical support to internal and external employees; Assist in creating and updating technical documentation; Support continuous improvement initiatives by identifying problems and relevant issues, proposing solutions. Desired Experience: Level I: 1 year of technical support experience Education: Level I: Currently pursuing a bachelor's degree Desired Courses: Bachelor’s degree in Technology, Administration, or related fields. Desired Hard Skills: ITIL 4 certification is desirable. Basic understanding of Information Security and LGPD is desirable; Knowledge of UNIX/LINUX operating systems for client installation and configuration Level I Basic knowledge of desktop, notebook, television, printer, and video conferencing equipment management; Basic Windows knowledge; Basic knowledge of Microsoft 365 and Microsoft Office suite; Basic machine maintenance knowledge; Basic knowledge of IT inventory and stock management; Desired Soft Skills: Strong verbal and written communication skills; Basic English proficiency; Teamwork ability; Ownership mindset; Collaborative thinking; Organized and proactive; Continuous learning orientation. Minimum Education Requirement: High School Diploma (Secondary Education)