**MAIN RESPONSIBILITIES:** * Respond to and log technical support incidents via phone, email, or incident management system, ensuring compliance with SLAs (Service Level Agreements). * Diagnose and resolve complex issues related to hardware, software, networks, and systems using diagnostic tools and specialized technical knowledge. * Install, configure, and update software and equipment in accordance with company best practices and policies. * Guide and train users on the use of systems and tools, developing supporting materials and tutorials. * Develop and maintain detailed technical documentation and support procedures to facilitate future issue resolution. * Monitor and track system and network performance, proactively identifying potential bottlenecks and failures. * Identify and escalate complex issues to higher-level support teams or external vendors, as required. * Actively contribute to continuous improvement of support processes by proposing solutions and optimizations. * Stay up-to-date on the latest technologies, trends, and IT best practices by participating in training sessions and industry events. * Budget preparation. **REQUIREMENTS:** * Bachelor’s degree in Information Technology or related fields; * Solid experience in technical support, customer service, or related areas; * Advanced knowledge of operating systems: Windows; macOS and Linux are desirable; knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN); * Troubleshooting connectivity issues; * Familiarity with hardware: computer assembly and maintenance, hardware diagnostics and troubleshooting; * Software knowledge: installation, configuration, and updating of applications; * Knowledge of router, switch, and firewall configuration is desirable. Minimum Education Level: Bachelor’s Degree Languages: * English (Intermediate) * Meal Allowance * Paternity Leave – 5 days off at home with your newborn * Baby On Board – Extended maternity leave of 6 months * Life Insurance * Wellhub * Corporate University * Dental Care * Meal Voucher * Health Insurance * Diversity and volunteering programs * Complimentary parking pass * Discounts with partner institutions * Transportation Voucher * Childcare Assistance * Birthday Day Off – a paid day off on your birthday