Job Description: * Completed or currently pursuing a bachelor's degree related to Information Technology; * Native Portuguese speaker (fluent in both spoken and written Portuguese); * Intermediate English proficiency; * Minimum 3 years of experience in IT support activities; * Strong communication skills; * Installation of infrastructure (wired network); * Installation of IT equipment; * Event logging (technical tickets or service requests); * Clarification of technical, operational, or administrative queries; * Identification and resolution of technical support requests for software and hardware; * Identification and forwarding of requests for installation, upgrade, relocation, correction, and configuration of software and hardware; * Monitoring of events regarding response and resolution deadlines; * Escalation to responsible parties—including third parties—when agreed service level agreements (SLAs) are not met; * Provision of timely status updates and estimated completion times for user requests; * Handling second-level access management requests; * Maintenance of folders on file servers; * Creation of user accounts; * Permission management in Windows environments; * Permission management in systems; * If tickets cannot be resolved by the Access Team, the team must escalate and forward them to the next-level support; * Documentation of solutions implemented by specialized teams in the knowledge base for future reference. 251128020219456269