Technical Support Specialist

Description

Job Summary: A Technical Support and Service Desk professional responsible for receiving, logging, categorizing, and resolving ICT user requests, maintaining knowledge bases, and ensuring high-quality service delivery. Key Highlights: 1. Technical support and service desk operations 2. Resolution of incidents and user requests for ICT services 3. Innovative environment and continuous development **Responsibilities:** Receive, log, categorize, prioritize, and provide first-level support for user requests. These include issues related to systems, equipment, inquiries, suggestions, complaints, or any other request or communication submitted by ICT users of TRT13; Collect and supplement call-related information as needed, and escalate to the responsible technical department; Handle all requests within your scope of responsibility — specifically those documented in the knowledge base with known solutions — using telephone contact and/or remote access, as appropriate; Log into the ticketing system when a request covered by the previous item cannot be resolved, providing justification for the inability to resolve it, and propose the creation or updating of a knowledge base article, as applicable; Investigate, diagnose, and implement either a workaround or a definitive solution for incidents, or fulfill service requests, thereby resolving the user’s ticket; Provide users with updates on the status of their requests upon request (reactive) and whenever necessary (proactive); Adhere to defined service levels for each service type listed in TRT13’s IT Service Catalog, as well as service levels associated with ticket categorization; Maintain up-to-date knowledge bases and solution repositories essential for resolving future incidents. For each resolved ticket, record the adopted solution, the script used, the knowledge base item applied, affected configuration items, and other relevant information required for statistical reporting; Follow standardized support procedures to ensure consistent behavior among support staff when interacting with users, maintaining compliance with rules, standards, and existing guidelines, manuals, and regulatory documents; Guide internal and external ICT service users; Perform interventions only on workstations registered as property of the Court or those authorized by SETIC; Ensure critical support requests are prioritized. Such requests must subsequently be logged in the ticketing system; **Mandatory Requirements:** Completed high school education and/or a technical training course in Information Technology with a minimum duration of 180 (one hundred and eighty) hours. Minimum one year of documented experience in technical support and/or service desk roles, verified via employment record book (Carteira de Trabalho) or other official documentation confirming such activities; Experience with incident and request management tools; Experience with remote support; Experience installing and configuring application and office software; **Desirable Requirements:** Basic knowledge of English; Familiarity with basic software and office automation applications; Advanced knowledge of Windows 11; Proficiency in both receptive and proactive customer service techniques; Ability to communicate clearly and concisely, both verbally and in writing; Ability to remain calm, tolerant, and professional when confronted with situations beyond standard procedures and routines; Ability to adapt readily to established rules and regulations; Dynamic personality suited to user-facing support activities; Commitment to the organization’s mission and service delivery principles; **Mandatory Certifications:** Not applicable; **Why Join Qualificar TI?** **Innovative Environment:** Work alongside a diverse and collaborative team that values your expertise and actively supports your growth. **Continuous Development:** We offer training programs, certifications, and capacity-building initiatives to help you evolve continuously. **Real Impact:** We deliver strategic projects that transform businesses and produce tangible results. **Inclusive Culture:** We embrace diversity as a core element of our culture and believe innovation stems from differences. **Ready for the Challenge?** If you resonate with our culture and wish to join a team that transforms technology into measurable outcomes, we welcome you! **Apply now and become a Qualifier!** www.qualificarti.com.br LinkedIn Qualificar TI