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Job Summary: Work in second-level technical support, providing assistance for software, applications, systems, and IT equipment, with a focus on resolving incidents and service requests. Key Highlights: 1. Second-level technical support, both on-site and remote, for incidents and service requests. 2. Support for software, corporate applications, systems, and IT equipment. 3. Installation and configuration of Windows 10+ and maintenance of procedures. 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’re physically apart, we’re united. We hold ceremonies to stay connected, share knowledge, and keep up with company 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, **there’s room here for everyone**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** — To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What are we looking for?** * An organized and responsive individual. **Your day-to-day responsibilities** * Provide **second-level support**, both on-site and remotely, handling incidents and service requests from your queue or resolver group, reactively and proactively. * Deliver remote and on-site support for **software, corporate applications, systems, and IT equipment**, including **mobile telephony and mobile assets**. * Investigate, diagnose, test solutions, and **update ticket status using standard text templates**, closing them only after resolution and user validation. * Support **internal and external meetings and events**, including videoconferencing, audioconferencing, and audiovisual resources. * Perform **installation and configuration of Windows 10 or higher** on requested equipment. * Create and maintain **procedures, work instructions, and technical support materials** for first- and second-level support. * Read and interpret **process flowcharts** (Visio, Bizagi, or similar) and follow defined operational processes. * Ensure **equipment information in Active Directory (AD)** is updated according to the OUs of operational sites. * Execute the **daily site checklist**, including printer and scanner tests, paper replenishment, videoconferencing tests, time clock verification, turnstile checks, and validation of corporate displays on TVs. * Log incidents identified during the checklist with **local priority level**, maintaining one ticket per item where applicable. * Carry out technical and operational activities related to **mobile and data lines** (requests, activation, blocking/unblocking, cancellation, incidents, and service requests). * Open, track, manage, and report tickets with **outsourcing and facilities vendors** (printers, time clocks, UPS units, cabling, turnstiles, CCTV, among others). **Requirements and Qualifications** **Must have:** * **Driver’s license (CNH)** **Knowledge in:** * **Windows 10 or higher**: technical support, incident resolution, system and application installation and updates. * **Office 365**: end-user support and application support (Outlook, Word, Excel, PowerPoint, OneDrive, and OneNote). * **Corporate environment**: workstation operations, OU management, network folder permissions, and peripheral configuration. * **Printers and supplies**: operation and support for A3, A4, plotter, and badge thermal printers, including consumables stock control. * **Communication tools**: support and operation of Microsoft Teams, Google Meet, and Zoom. * **Mobile devices**: support for Android and iOS smartphones, tablets, modems, and mobile internet equipment (including Femtocell). * **Hardware**: assembly, maintenance, and installation of computers, peripherals, and accessories. * **Videoconferencing and audiovisual equipment**: support for Poly equipment, as well as mixers, microphones, speakers, and audio/video resources used in meeting rooms and auditoriums. **Working Hours** * 6:00 PM to 6:00 AM — rotating 12x36 schedule. * Work model and arrangement: 100% on-site * Work location: Rodovia MT-358 S/n Zona Rural, Nova Olímpia - MT, 78370-000 **NOTE:** Hey! If you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully evaluate 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 continuous development of our people * **Meal and/or food allowance**, for grocery purchases and meals * **Medical and dental assistance**, ensuring your and your family’s health * **Pharmacy partnerships**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym partnership**, encouraging physical activity * **SESC partnership**, offering varied cultural and leisure programming * **Partnerships for education**, covering language learning, 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 more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance**
