Support Team Leader

Description

Job Summary: We are looking for a Support Team Leader to operate on the front line of our operations, serve our customers, and provide technical support to our internal team. Key Highlights: 1. Passion for technology and analytical mindset 2. Team leadership and results-oriented focus 3. Technical support and customer service **OPEN POSITION | SUPPORT TEAM LEADER** **Location: Barra Velha - SC | Employment Type: 100% On-site** We are seeking a **Support Team Leader** to operate on the front line of our operations, serve our customers, and provide technical support to our internal team. If you are passionate about technology, possess an analytical mindset, and enjoy leading teams, this opportunity may be for you! **Main Responsibilities:** * Provide remote customer support; * Contact customers to clarify questions regarding previously provided support; * Remotely assess situations and issues, diagnosing problems at the level of microcomputing, networks, firewalls, servers, and propose optimal solutions for customers; * Initiate and conclude support sessions via phone or the “Digisac” application; * Update support tickets with the team on the “Milvus” platform; * Maintain timely support delivery; avoid leaving customers waiting; * Keep the workplace organized and clean; * Supervise the creation of technical support manuals to enrich our knowledge base within the “Milvus” platform; * Monitor team activities and ensure timely ticket updates; * Verify that monitoring systems are active and functional; * Identify process, tool, or client IT infrastructure improvements whenever possible; * Contact customers to explain equipment requiring third-party repair or replacement; * Maintain backup equipment up-to-date and enforce periodic maintenance to ensure longevity; * Manage and assign support cases according to analyst skill levels to prevent delays; * Monitor unresolved tickets beyond estimated resolution time; * Participate in the planning and execution of Network, Firewall, Server, and Microsoft 365 projects; * Perform other duties related to the role. **Technical Requirements:** * Solid knowledge of **microcomputing**; * Experience with **Windows** and **Linux**; * Hands-on experience with **virtualization** (Hyper-V, Proxmox); * Proficiency in **networking**, **firewalls**, and **WiFi**; * Familiarity with **backup solutions** (Veeam, Acronis); * Knowledge of **Microsoft 365**. **Mandatory Prerequisites:** * Valid Brazilian driver’s license (Category B); * Minimum 2 years of experience in the field; * Completed or ongoing Bachelor’s degree in IT or related fields. **Preferred Qualifications:** * Prior experience in Information Technology companies operating Help Desk services; * Knowledge of networking, firewalls (Fortinet), and on-premises servers; * Familiarity with Hyper-V virtualization; * Knowledge of Microsoft 365; **What We Expect From You:** * Proactivity in helping the team resolve incidents; * Strong communication skills with both team members and customers; * Organizational skills and attention to detail; * Desire to continue growing and evolving; * Focus on results and quality of service. Employment Type: Full-time CLT, Freelance / PJ Compensation: Starting from R$5,000.00 per month Work Location: On-site