Description: Mandatory: * Bachelor's degree in Computer Science, Computer Engineering, Information Systems or related fields. * Experience in IT technical support. * Experience with inventory, monitoring and remote management tools. Knowledge in: * IT governance practices and ITIL processes. * Intermediate to advanced level in Windows operating systems (client and server). * Administration of user accounts and permissions via Active Directory. * Diagnosis and resolution of hardware, software and network failures. * Support for the Microsoft 365 suite (including Exchange, Teams, SharePoint). * Familiarity with service desk tools (GLPI, ServiceNow, Jira, etc.). Desirable: * ITIL Foundation, CompTIA A\+, Network\+, Microsoft MTA or equivalent certifications are desirable. * Experience supporting ERP systems (SAP). * Basic knowledge of network management (switches, routers, firewalls). * Experience with inventory, monitoring and remote management tools. * Knowledge in IT governance practices and ITIL processes. * Experience in technology deployment or migration projects. * Provide specialized second and third-level technical support, focusing on resolving complex issues involving workstations, printers, mobile devices, networks and corporate systems. * Investigate root causes of recurring incidents and propose permanent solutions. * Install, configure and maintain operating systems, corporate software and information security tools. * Collaborate with infrastructure, information security and systems teams to ensure stability of the local IT environment. * Provide technical support to junior support analysts and other team members, promoting knowledge sharing. * Manage information technology assets, ensuring control and updating of hardware and software inventories. * Support monitoring of resources in your location. * Actively participate in IT projects such as rollouts, system upgrades, equipment standardization and implementation of new technological solutions. * Create and maintain updated technical documentation, including operational procedures and work instructions. * Ensure compliance with service level agreements (SLAs) and quality indicators defined by the department. * Support internal training and guide users in the proper use of IT resources. * Proactively identify improvements in support and service processes. * Comply with internal Health, Safety and Environment procedures. * Act in accordance with the principles and values of Cimento Nacional's Code of Conduct. 2511100202181502742