TEMPORARY VACATION COVERAGE - SERVICE DESK TECHNICIAN

Description

Job Summary: User support and assistance, including logging, categorizing, and resolving IT tickets, and escalating to specialized teams when required. Key Highlights: 1. First-level IT support 2. Hardware/software troubleshooting and resolution 3. Equipment administration and corporate systems support About the Opportunity **TEMPORARY VACATION COVERAGE \- SERVICE DESK TECHNICIAN** * Working hours: 7:52 AM to 6:00 PM, Monday through Friday (subject to change at the company's or client's discretion). Workplace Address: Avenida Ulysses Guimaraes, 3386, Sussuarana, Salvador/BA Employment Type: CLT. **Employment Conditions: TEMPORARY VACATION COVERAGE** ️ What We Are Looking For: Education: Currently enrolled in a technical program in IT, or undergraduate studies in Computer Science, Information Systems, Computer Networks, or related fields (minimum 4th semester); Computer Skills: Advanced; Languages: Portuguese and technical English; Experience: 6 months; Core Responsibilities (Duties/Tasks): Respond to user requests from the CONTRACTING PARTY, logging them into the IT system; Identify and classify tickets by type, category, and relevant information; Perform first-level diagnosis and investigation; Keep users informed about the progress of their requests; Provide end-user support (first level), verbally or remotely, including assistance with the computing environment under their responsibility; Escalate unresolved remote-first-level tickets to specialized teams for resolution; Close tickets upon successful completion; Diagnose and resolve, where possible, hardware/software issues affecting Configuration Items covered by the contract; Administer equipment usage across departments/units, engaging warranty providers or maintenance contract holders as needed; Support corporate systems usage, especially those involved in the Eligibility Process (registration, electronic exams, etc.); Conduct user satisfaction surveys upon ticket closure; If an incident remains unresolved at the first level, escalate it to subsequent levels as defined in the Service Catalog (Section B2\). Required Specific Knowledge, Certificates, and Certifications: * Opening, tracking, and recording technical support tickets; * Installing and configuring software and applications on networks; * Providing technical support to users via phone and remote access tools; * Installing, configuring, and customizing software on workstations; * Operating systems: Windows 7, 8, 10, Linux; * Office applications such as Microsoft Office, BR Office; * Internet, email, and external/corporate web portal usability; * Driver and peripheral configuration (printers and scanners); * Basic knowledge of computer networks; * Knowledge of ITIL V3 or higher. What We Offer: Salary: R$ 1\.636,82 Meal Allowance: R$39.52 per working day (10% PAT deduction); Transportation Allowance (6% deduction); SESC Membership; Life Insurance; Health Plan. GoGood Minimum Education: Technical Course