**KEY RESPONSIBILITIES:** * Respond to and log technical support incidents via phone, email, or ticketing system, ensuring compliance with SLAs (Service Level Agreements). * Diagnose and resolve complex issues related to hardware, software, networks, and systems using diagnostic tools and specialized technical knowledge. * Install, configure, and update software and equipment following company best practices and policies. * Guide and train users on the use of systems and tools, developing supporting materials and tutorials. * Develop and maintain detailed technical documentation and support procedures to facilitate future issue resolution. * Monitor and track system and network performance, proactively identifying potential bottlenecks and failures. * Identify and escalate complex issues to higher-level support teams or external vendors when necessary. * Actively contribute to continuous improvement of support processes by proposing solutions and optimizations. * Stay up to date on the latest technologies, trends, and IT best practices by participating in training sessions and industry events. * Budget preparation. **REQUIREMENTS:** * Bachelor’s degree in Information Technology or related fields; * Solid experience in technical support, customer service, or related areas; * Advanced knowledge of operating systems: Windows; macOS and Linux preferred; knowledge of networking protocols (TCP/IP, DNS, DHCP, VPN); * Troubleshooting connectivity issues; * Familiarity with hardware: computer assembly and maintenance, hardware diagnostics and troubleshooting; * Software knowledge: installation, configuration, and updating of applications; * Knowledge of router, switch, and firewall configuration is desirable. Minimum Education Level: Bachelor’s Degree Languages: * English (Intermediate) * Corporate University * Wellhub * Life Insurance * Baby on Board – Extended maternity leave of 6 months * Paternity Leave – 5 days at home with your newborn * Discounts with partner institutions * Dental Care * Transportation Allowance * Childcare Assistance * Meal Voucher * Health Insurance * Food Allowance * Diversity and Volunteering Programs * Complimentary Parking Pass * Happiest Day – Birthday day off