Technical Support Specialist

Description

Job Summary: Responsible for providing remote or on-site second-level technical support in microcomputing, resolving hardware and software issues, and guiding users. Key Highlights: 1. Second-level technical support in microcomputing 2. Remote and on-site assistance for hardware and software solutions 3. User guidance and IT infrastructure management Responsible for user support and technical assistance, with a focus on microcomputing services. **Responsibilities and Duties** * Provide second-level technical support remotely or on-site at client premises—or elsewhere—as authorized by the management team. * Perform tasks from the ICT Service Catalog relevant to second-level technical support competencies. * Conduct technical assistance involving hardware and software, primarily remotely but also on-site whenever necessary or requested by the end user. * Escalate requests to other support levels when resolution falls outside second-level competencies. * Identify and resolve issues related to software and hardware usage, including: configuration and formatting of desktops and laptops; configuration of printers and scanners for optimal equipment performance; clarification of questions regarding operation of IT equipment; clarification of questions about applications; reallocation of client’s IT assets; installation, configuration, and activation required for electronic devices to operate properly on local networks. * Support videoconferencing services, including connection testing and on-site assistance to videoconferencing users, as requested. * Guide users on proper use of the client’s corporate network resources, covering both hardware and software. * Inspect and inventory client hardware and software resources upon request. * Contact technical support and service providers when necessary (e.g., during active warranty periods for IT products). * Escalate tickets to third-level support and monitor response time commitments. * Populate the knowledge base with solutions applicable to first- and third-level teams for future incidents. * Perform other related duties as defined by the client. **Requirements and Qualifications** **Education:** * Completed high school with a technical course in IT. **Certifications:** * Certificates of completion for ITIL V3 and Windows 10 courses, each with a minimum duration of 20 hours. **Knowledge:** * Basic knowledge of microcomputer maintenance (hardware and software) and operation; * Basic knowledge of computer networks and TCP/IP; * Basic knowledge of networking equipment (switches and wireless access points); * Technical knowledge in ICT compatible with the activities to be performed. **Professional Experience:** * Experience providing technical support to end users, focusing on resolving issues related to configuration, installation, and physical/logical maintenance of workstations—including but not limited to operating systems, office tools, computer networks, and other applications used by end users. **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 Voucher; Life insurance fully covered by Lanlink; Transportation voucher; Pharmacy benefit plan; University partnership program; Total Pass; Internal education platform; Moodar platform (therapy platform offering special rates for employees) Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our workplace is built by our employees—who wear the shirt proudly—and who daily create a joyful, collaborative environment. We believe trust is the foundation of our relationship with our people and 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. \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PERSONS WITH DISABILITIES (PCD)!**