Internal Support Assistant

Description

Job Summary: The professional will provide technical support to internal employees, delivering on-site and remote assistance to resolve IT incidents. Key Highlights: 1. On-site and remote technical support for internal employees 2. Diagnosis and maintenance of laptops and systems 3. Incident ticket registration and tracking Dati is a technology company with over a decade of experience and one of the leading AWS partners in Brazil. We specialize in consulting, cloud implementation, and artificial intelligence, helping enterprises enhance their operations with greater performance, predictability, governance, and cost optimization. **Key Responsibilities:** * Provide technical support to internal employees, delivering on-site and remote assistance to resolve incidents and requests related to laptops, Windows operating systems, Google Workspace, network access, email, printers, and other IT resources; * Perform diagnosis, preventive and corrective maintenance on laptops, including formatting, installation and configuration of Windows, drivers, approved software, antivirus, VPN, productivity tools, and internal applications; * Support remote access, user configuration, basic permissions, connectivity, peripherals, telephony/softphone, and other resources used in the corporate environment; * Register, track, and update tickets in the service management tool, ensuring proper documentation of actions performed, service-level timelines, and clear communication with users; * Assist in managing IT assets, including equipment delivery, retrieval, replacement, organization, inventory, and preparation of devices for new employees; * Support the sustainability of the IT environment by following internal procedures, information security policies, and best practices in technical support. **Requirements:** * Experience providing technical support to end users in a corporate environment; * Knowledge of laptop maintenance, configuration, and troubleshooting running Windows operating systems; * Familiarity with installation and configuration of applications, drivers, printers, antivirus, VPN, and remote access tools; * Basic understanding of networking, connectivity, Wi-Fi, cabling, and fundamental communication testing; * Strong communication skills, organizational ability, professional demeanor, and capacity to support users with varying levels of technical knowledge; Ability to document support interactions clearly and follow operational procedures. **Preferred Qualifications:** * Knowledge of Google Workspace, Slack, macOS, Linux, Microsoft Teams; * Familiarity with information security concepts, enterprise antivirus, disk encryption, and access policies; * Experience with remote support using tools such as AnyDesk, TeamViewer, RDP, Quick Assist, Intune, or similar; * Basic knowledge of PowerShell scripting or simple automation for support tasks; * Certifications such as ITIL Foundation, AWS, Microsoft, or CompTIA A\+.