Level 1 Support Technician

Description

Job Summary: Provide frontline technical support to customers by triaging, responding to, and resolving low-complexity incidents efficiently and courteously. Key Highlights: 1. Omnichannel support for internal users 2. Level 1 support with a focus on problem resolution 3. Maintenance of the knowledge base and adherence to SLAs **Level 1 Support Technician** ========================= Solor Tecnologia \| Rio de Janeiro \- RJ \| On-site Job Description We are seeking a Level 1 Support Technician to provide frontline technical support to our customers. The professional will be responsible for triaging, responding to, registering, and resolving low-complexity incidents and service requests, ensuring efficient, courteous, and problem-resolution-oriented support. Responsibilities and Duties * Provide omnichannel support (phone, chat, WhatsApp, Teams) to internal users; * Handle tickets via the ITSM system (Requestia); * Register, categorize, prioritize, and track technical tickets; * Deliver Level 1 support, including: account unlocking, password resets, system-related queries, and basic support for corporate software and systems; * Escalate higher-complexity incidents and requests to upper tiers (N2/N3\); * Monitor and ensure compliance with SLAs (Service Level Agreements); * Keep the knowledge base updated with applied solutions; * Assist users with productivity tools (Office suite, web browsers, internal systems, etc.). Requirements and Qualifications * Completed technical course in Information Technology or equivalent; * Minimum 1 year of prior experience in Service Desk or Help Desk support; * Experience supporting Windows 11 or later; * Experience supporting users of MS Office 2019, 365, or later; * Experience supporting internet browsers and corporate applications; * Experience handling access management support: user account creation, password resets, account unlocks, email account creation; * Solid understanding of fundamental computer networking concepts; * ITIL V3 or higher (Foundation) certification or HDI Brasil certification; * Strong verbal and written communication skills; * Ability to work collaboratively and under pressure; * Proactive, organized, and customer-focused profile. Desirable Qualifications * HDI certifications * ITIL certification * Microsoft IT Support Specialist Professional Certificate * Microsoft Certified: Azure Fundamentals (AZ\-900\) Streamlined Application Streamlined Application Salary Range To be determined Employment Type CLT Benefits Solor values its employees and, beyond offering a pleasant and stimulating work environment and a culture of knowledge sharing, provides numerous benefits that go beyond what appears on the payslip. Below are these benefits:* Pluxee Multi Card – monthly loading * Health and dental plans with no co-payment * Transportation allowance * Life insurance * Birthday day off * Onhappy * Wellhub (Gympass) * Possibility of lateral movement across clients * Certification reimbursement * Referral bonus About the Company Solor delivers solutions and services to enhance the availability and performance of our clients’ IT services, ensuring continuity of digital operations, protecting their businesses, and optimizing their investments.