We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions experts 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 remote, we’re united. We hold ceremonies to stay closer, share knowledge, and keep up with our company’s latest 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, **everyone has a place here**, 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 on this journey? **Responsibilities and duties** **What we’re looking for?** * An organized and responsive individual. **Your day-to-day responsibilities** * Respond to user requests and incidents, resolving them according to technical procedures and agreed-upon deadlines. * Provide technical support to customers regarding resolution of low- and medium-complexity incidents. * Create and maintain updated technical procedures and knowledge base. * Investigate, diagnose, and test solutions before contacting the requester. * Collaborate with other support tiers to identify correct solutions. * Interact with customers at all hierarchical levels. * Support end users by assisting and resolving their questions related to support/infrastructure/systems. **Requirements and qualifications** **Experience**: * Point-of-Sale (POS) knowledge (maintenance and installation) — Front-of-Cashier (Mandatory) * Active Directory, DNS, DHCP, file server, print server; * Google Workspace (G Suite) tools; * User support, desktop/notebook/tablet configuration; * Applications, hardware, printers, etc.; * Networking infrastructure knowledge, including routers and switches; * Experience operating within an ITSM environment with defined SLAs; * Remote support (AnyDesk, TeamViewer); * Experience in support center operations governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. **Preferred qualifications:** * ITSM ServiceNow knowledge and usage * Experience in Commercial/Wholesale environments **Education:** * Bachelor’s degree in Information Technology or currently pursuing one; **Skills:** * Teamwork; * Strong written and verbal communication; * Flexibility, proactivity, agility, and organization; * Commitment; **Work schedule:** * We seek a mobile employee able to cover all locations across São Paulo for operational coverage. * Working hours: Monday to Friday, 7:00 AM to 3:00 PM; Saturdays, 7:00 AM to 12:00 PM. **NOTE:** Hey! If you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully review your profile considering all your qualifications. **Additional information** **What you’ll find here:** * A conducive environment for **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 insurance**, so you and your family stay healthy * **Pharmacy partnership**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym membership partnership**, to encourage physical activity * **SESC partnership**, providing diverse cultural and leisure programming * **Partnerships for language learning, technology training, 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 much more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance** Here, stories are never in short supply! So, how about grabbing your cup of coffee, tea, juice, or favorite beverage—and learning more about us, falling in love with what we do, exploring our open positions, and joining this ever-growing team?