Level 2 Support Technician

Description

Job Summary: Responsible for user support and assistance for IT software and applications, managing deadlines and resolving incidents. Key Highlights: 1. User support and assistance for IT software and applications 2. Management and control of request deadlines 3. Remote intervention for configurations and repairs **Job Summary/Function:** Responsible for user support and assistance for various information technology software and applications used by the client. **Responsibilities and Duties** **Main Activities:** * Managing and controlling deadlines for requests escalated to Level 2; * Routing and tracking tickets to internal system owners to negotiate timelines for demand fulfillment; * Performing remote interventions on client users' workstations—upon authorization from the ticket owner—for configurations, installations and uninstallations of applications, software updates, and various repairs; * Receiving solutions and closing incidents and requests in the SGSD system; * Clarifying user doubts regarding corporate systems or basic software used by the client; * Documenting and updating all processes executed by the team; Escalating and forwarding incidents that cannot be resolved to the Infrastructure Support team (Level 3). **Requirements and Qualifications** **Requirements:** Bachelor's degree in IT, with diploma recognized by the Brazilian Ministry of Education (MEC). Support knowledge aligned with the service catalog. ITIL certification. Microsoft 365 certification focused on installation and support for Windows 10 PRO or higher. Proven experience in local and remote technical support, including installation, configuration, and maintenance of: Windows operating systems (7, 8, 10 or newer) and Microsoft Office (2016, 365 or newer). Personal computers and corporate software. Knowledge of: Computer assembly, maintenance, and configuration. Office suite and common applications (advanced level). Local area networks and patch cord organization. Basic IP telephony configuration and softphone installation. Android and iOS systems. IP CCTV cameras. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo Food or Meal Allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit; University tuition discount; Total Pass; Internal education platform; Welcome-to-the-Baby Kit; Moodar platform (therapy platform offering special rates for employees) Great to have you visit us virtually! Shall we get to know each other better? The Lanlink Group has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil for over 35 years. We envision the future with the intention of impacting lives and serving as a safe harbor for innovation. Our workplaces are built by our employees—who wear the shirt proudly—and who daily foster a joyful and collaborative work environment. We believe trust is the cornerstone of our relationship with our people and our clients—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; \#weareLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PRIORITY FOR PEOPLE WITH DISABILITIES (PCD)!**