Technical Support Specialist

Description

Job Summary: We are seeking a professional to work in technical support and service desk, providing first-level assistance and resolving ICT user requests, ensuring the quality and up-to-date status of knowledge bases. Key Highlights: 1. Work in technical support and service desk, with a user-focused approach. 2. Contribute to the resolution of incidents and service requests. 3. Maintain and update knowledge bases and applied solutions. **About Us** At Qualificar TI, we specialize in Data Governance, Project Management, Digital Transformation, and Outsourcing. For over 24 years, we have delivered strategic IT solutions and best practices to generate real value for our clients and society. If you enjoy learning, sharing knowledge, and building impactful solutions, this opportunity is for you. **Responsibilities:** Receive, register, categorize, prioritize, and provide first-level assistance for user requests. These requests 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; Handle all requests within your scope of responsibility — i.e., those documented in knowledge bases with known solutions — using telephone contact and/or remote access, as appropriate; Log into the ticketing system when unable to resolve a request covered under the previous item, justifying the reason, and propose creating or updating a knowledge base entry, as applicable; Investigate, diagnose, and implement 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 requests 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 ticket categorization; Keep knowledge bases and applied solution databases updated to support future incident resolution. For each resolved ticket, record the adopted solution, the script used, the knowledge item referenced, affected configuration items, and other relevant information for statistical reporting; Follow standard operating procedures for user support, ensuring consistent behavior among support agents when interacting with users and maintaining compliance with rules, standards, and existing regulatory documents; Guide internal and external ICT service users; Perform interventions only on workstations registered as property of the Court or 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 Technical Training Course in Information Technology with a minimum duration of 180 (one hundred and eighty) hours. Minimum one year of proven experience in technical support and/or service desk roles, verified via employment record book (Carteira de Trabalho) or other official documentation; Experience with incident and request management tools; Experience providing remote support; Experience installing and configuring application and office software; **Desirable Requirements:** Basic knowledge of English; Knowledge of 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 facing situations beyond standard procedures and routines; Ability to adapt readily to established rules and regulations; Dynamic personality suitable for user-facing support roles; Commitment to the organization’s mission and support guidelines; **Mandatory Certifications:** Not applicable; **Why Join Qualificar TI?** **Innovative Environment:** Work alongside a diverse and collaborative team that values your expertise and encourages your growth. **Continuous Development:** We offer training, certifications, and capacity-building programs to support your constant evolution. **Real Impact:** We engage in 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 identify with our culture and wish to join a team that transforms technology into results, we welcome you! **Apply now and become a Qualifier!** www.qualificarti.com.br LinkedIn Qualificar TI **\#BetterItTogether