Level 1 Support Analyst

Description

Job Summary: A professional to provide first-level technical support to external users, performing triage, clarification, and demand monitoring. Key Highlights: 1. Assisting lawyers, prosecutors, partners, and citizens 2. First-level IT technical support 3. Monitoring of established service levels Since 2011, we have been consolidating our presence in the market as a company specialized in IT solutions, offering a portfolio of End User Support and Professional Services. We are further expanding our market presence, with over 70 professionals distributed across various regions of the country, serving 100% of the national territory. Currently, we are recognized for the quality of our services among major market players, serving large IT clients such as Algar, Stefanini, Sonda IT, Tech Mahindra, Atos, Positivo, Atento, and others. Interested? Check out the opportunity we are offering: **Level 1 Support Technician** Opportunity Type: CLT; Work Model: On-site \- Indefinite Period; AV Rio Branco, Rio de Janeiro/RJ * Monday to Friday \| Business Hours. **Responsibilities:** * Providing service to external users; * Delivering first-level support, including information, triage, and guidance; * Receiving contacts from external users, such as lawyers, prosecutors, partners, and citizens; * Registering all requests in the Service Management Platform; * Providing clarifications regarding access to systems and services; * Categorizing and prioritizing requests according to defined criteria; * Monitoring compliance with established service levels; * Categorizing support interactions based on impact and urgency; **Requirements and Qualifications:** * Technical course in Information Technology. * Minimum 6 months of experience in IT Service Centers/Help Desks; * Proficiency in operating microcomputers and using office automation software (Windows, MS Office, Internet Explorer, Chrome, Firefox, etc.); * Proficiency in Windows 10 and 11 operating systems and Microsoft Office suite tools; * Knowledge of wired and wireless computer networks, as well as the TCP/IP protocol; * Experience using technical support scripts and procedures. Minimum Education Level: Technical Course Desired Education: * Informatics, Technical Course * Internet Informatics, Technical Course * Computer Maintenance and Support, Technical Course * Health Insurance * Life Insurance * Transportation Allowance or Mobility Assistance * College Scholarship * Food Allowance * Meal Voucher * Dental Plan