Technical Support Technician

Description

Job Summary: A technical support and service desk professional responsible for supporting ICT users, categorizing, prioritizing, and resolving requests, as well as investigating and implementing solutions for incidents. Key Highlights: 1. Receive and manage ICT user requests 2. Investigate, diagnose, and implement solutions for incidents 3. Maintain updated knowledge bases **Responsibilities:** Receive, log, categorize, prioritize, and provide first-level support for user requests. These include 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; Perform all support activities within your scope of responsibility — i.e., those documented in knowledge bases with known solutions. Use telephone contact and/or remote access as appropriate; Log into the ticketing system when a request falling under the previous item cannot be resolved, clearly stating the reason, and propose creating or updating a knowledge base entry as required; Investigate, diagnose, and apply either a workaround or definitive solution for incidents, or fulfill service requests, thereby resolving the user’s ticket; Provide users with updates on the status of their support request upon request (reactive) and whenever necessary (proactive); Adhere to service-level agreements (SLAs) defined for each service type in TRT13’s IT Service Catalog, as well as SLAs related to incident categorization; Keep knowledge bases and applied solution databases up to date to assist in resolving future incidents. For every resolved ticket, record the adopted solution, the script used, the knowledge base item referenced, affected configuration items, and other relevant information for statistical reporting; Follow standard operating procedures to ensure consistent behavior among support agents when interacting with users, maintaining compliance with rules, standards, manuals, regulations, and other applicable guidelines; Guide ICT service users (both internal and external); Perform interventions only on workstations registered as Tribunal assets 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; Experience with request and incident 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; Calmness, tolerance, and professionalism when handling situations beyond standard procedures and routines; Adaptability to established norms and regulations; Dynamism in user-facing support roles; Commitment to the organization’s mission and support guidelines; **Mandatory Certifications:** Not applicable; **Why Work at Qualificar TI?** **Innovative Environment:** Here, you’ll collaborate with a diverse and supportive team that values your expertise and encourages your growth. **Continuous Development:** We offer training, certifications, and capacity-building programs to help you constantly evolve. **Real Impact:** We work on strategic projects that transform businesses and deliver tangible results. **Inclusive Culture:** We embrace diversity as a core part of our culture and believe innovation stems from differences. **Ready for the Challenge?** If you resonate with our culture and want to join a team that turns technology into results, we welcome you! **Apply now and become a Qualifier!** www.qualificarti.com.br LinkedIn Qualificar TI