We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are specialists in IT solutions and passionate about innovation! * **To infinity and beyond** \- We are *\#borderless*. Our team is spread across Brazil and the world. * **Our culture** \- Even though we are apart, we are together. We hold ceremonies to stay closer, share knowledge, and keep up with our company’s latest news! * **We are diverse** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment, valuing and promoting plurality. Therefore, **everyone has a place here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** \- To empower our customers’ businesses through innovative and sustainable solutions. Are you ready to join us on this journey? **Responsibilities and duties** **What are we looking for?** * A professional experienced in Field Service to perform installation, maintenance, and technical support for equipment/systems; **Your day-to-day will include:** * Providing user support via phone, remote, or in-person assistance, as well as logging incidents to enable analysis and resolution of service requests, escalating them to resolver groups when necessary; * Handling service requests related to operating systems, software, hardware, networks, and Microsoft Office Suite, up to technical issues and those concerning services, security, and products; * Investigating, diagnosing, and testing solutions before contacting the requester; * Interacting with clients at all hierarchical levels. * Supporting end users by assisting and resolving their questions related to support/infrastructure/systems; * Guiding users on current processes, policies, and procedures; **Requirements and qualifications** * Knowledge of Office 365 \- Account creation, password resets, permission groups; * Administration of other tools and resources such as: ADFS, AD, AD Connect, DNS, Windows, Firewall, Outlook, Skype For Business; * Knowledge of Windows 10/11; * Basic understanding of IT Governance (ITIL/Cobit); * Equipment formatting; * Creating, updating, and documenting procedures and best practices, always aiming for continuous improvement; * Experience in operations within a support center governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. * Bachelor’s degree (completed or in progress) in Information Technology or related fields; * Availability to work overtime on holidays. **Preferred qualifications:** * ITIL certification; * Knowledge of ITSM tools, especially Topdesk; **Work schedule:** * ****From 10:45 AM to 7:45 PM, Monday through Friday. * Work model: 100% in-person. * Work location: Rio de Janeiro \- RJ **NOTE:** Hey! If you don’t meet all the job requirements, we still invite you to apply — okay? We’ll carefully review your profile considering all your qualifications. **Additional information** **What you’ll find here:** * An environment conducive to **learning** and **professional growth** * **Performance evaluations** and **feedback**, aimed at the continuous development of our people * **Meal and/or food allowance** for grocery shopping and meals * **Medical and dental assistance** so you and your family stay healthy * **Pharmacy partnership** offering discounts on medications * **Childcare assistance**, according to current policy * **Gym membership partnership** to encourage physical activity * **SESC partnership** for varied cultural and leisure programming * **Partnerships for your studies**, including languages, technology, and online course platforms * **Payroll-deductible loans** with attractive rates + financial education program * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and much more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance** Here, stories are never in short supply! So, how about grabbing your cup of coffee, tea, juice, or favorite beverage, learning more about us, falling in love with what we do, checking out our open positions, and becoming part of this ever-growing team?