Description: Experience: * POS knowledge (maintenance and installation) – Front-end Cashier (Mandatory) * Active Directory, DNS, DHCP, file server, print server; * Google Workspace (formerly G Suite) tools; * End-user support, configuration of desktops, notebooks, and tablets; * Applications, hardware, printers, etc.; * Knowledge of network infrastructure, routers, and switches; * Experience operating with ITSM tools under defined SLAs; * Remote support (AnyDesk, TeamViewer). * Experience operating within a support center governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. Desirable qualifications: * ITSM ServiceNow knowledge and usage * Experience in Commercial/Wholesale environments Education: * Bachelor’s degree or currently enrolled in Information Technology or related fields; Skills: * Teamwork; * Strong written and verbal communication skills; * Flexibility, proactivity, agility, and organization; * Commitment; Work Schedule: * We seek a mobile employee capable of covering all locations across São Paulo for operational coverage. * Working hours: Monday to Friday, 07:00–15:00; Saturdays, 07:00–12:00. NOTE: Hey! Even if you don’t meet all the job requirements, we still encourage you to apply. We’ll carefully review your profile considering all your qualifications. What we’re looking for: * An organized and responsive individual. Your day-to-day responsibilities: * Respond to and resolve user requests and incidents according to technical procedures and agreed-upon deadlines. * Provide technical support to customers for low- and medium-complexity incident resolution. * Create and maintain up-to-date technical procedures and knowledge base articles. * Investigate, diagnose, and test solutions before contacting the requester; * Collaborate with other support tiers to identify appropriate solutions. * Interact with customers at all organizational levels. * Support end users by assisting and resolving their questions related to support/infrastructure/systems. 2512210202551931916