Description: Required: * Bachelor's degree in Information Technology (in progress or completed) Desirable: * Technical customer/user support for guidance, assistance, or handling of IT services via telephone, chat, or service tickets; * Experience in remote support; * Use of ticket management tools (e.g., GLPI, Zendesk; ServiceNow is considered a plus); * Windows operating systems; * Office Suite / Microsoft Office; * Installation of commercial software such as Acrobat Reader, Google Chrome, Bizagi, WinZip; * Remote access tools (TeamViewer, Automatos); * Networking and hardware fundamentals; * Basic knowledge of ITIL processes; * Receive and log service requests via telephone, portal, or chat; * Diagnose and resolve Level 1 incidents (remote support); * Prioritize and escalate service requests that cannot be resolved at Level 1; * Follow published procedures and scripts in the knowledge base; * Document solutions and technical knowledge in the knowledge base, bearing direct responsibility for its maintenance and updates; * Escalate incidents to higher support levels when necessary; * Monitor the lifecycle of service requests, ensuring timely user feedback and appropriate resolution within established SLAs; * Install, configure, and update off-the-shelf and proprietary software, as well as operating systems; * Direct support to management on matters related to queue management, documentation, and training; 2512030202191889026