We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions specialists 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 apart, we’re together. 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, **there’s space here for everyone**, 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?** A proactive, committed individual with strong interpersonal skills to join our Technical Support team. **Your typical day** * Handle customer 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 up-to-date technical procedures and knowledge base articles. * 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. **Activities** * Work alongside the Operations and Support team; * Create, update, and document procedures and best practices, always aiming for continuous improvement; * Share knowledge acquired from trainings / conferences / workshops / research / projects with the rest of the team; * Guide users on current processes, policies, and procedures; * Investigate, diagnose, and test solutions before contacting the requester; **Requirements and qualifications** **Required technical knowledge:** * Technical support for regular and VIP users, both onsite and remote; * Desktop, notebook, and mobile device configuration; * Hardware knowledge for preventive maintenance; * Windows 10/11 expertise; * Knowledge of Active Directory, DNS, DHCP, file server, print server; * Knowledge of routers, switches, WiFi; * Antivirus tool knowledge; * Google Workspace (G Suite) tools knowledge; * User support, desktop configuration, Outlook, Exchange, application installation, hardware, printers, etc.; * Experience operating within ITSM environments with defined SLAs; * Remote support (AnyDesk, TeamViewer); * Experience operating within support centers governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. **Requirements:** * Strong written and verbal communication skills; resilience, dynamism, proactivity, and ability to work under pressure; * Basic IT Governance knowledge (ITIL); * Experience with ITSM ticketing tools (ServiceNow is a **plus**); * Good teamwork and interpersonal skills; * Availability to work overtime; * Intermediate English (reading and writing); * This is not a remote position; **Education:** * Bachelor’s degree in Information Technology or currently pursuing one; **Working hours:** * Monday to Friday \- 08:00 to 17:00 * Location: Liberdade \- São Paulo \- SP * 100% Onsite work model **NOTE:** Hey! If you don’t meet all the job requirements, we still invite you to apply! We’ll carefully review your profile considering all your qualifications. **Additional information** **What you’ll find here:** * An environment conducive to **learning** and **professional growth** * **Performance evaluations** and **feedback**, aimed at the continuous development of our people * **Meal and/or food allowance**, for grocery shopping and meals * **Medical and dental insurance**, so you and your family can stay healthy * **Pharmacy partnership**, offering discounts on medications * **Childcare assistance**, according to current policy * **Gym membership partnership**, encouraging you to exercise * **SESC partnership**, providing varied cultural and leisure activities * **Partnerships for your studies**, including language, technology, 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, checking out our open positions, and becoming part of this ever-growing team?