Level 1 Technical Support Supervisor

Description

Job Summary: As the Level 1 Technical Support Supervisor, you will be responsible for ensuring service quality, monitoring the team, and handling critical issue escalations. Key Highlights: 1. Acting as an internal escalation point and supporting analysts 2. Monitoring team activities for productivity and efficiency 3. Participating in meetings regarding service changes Since 2011, we have been consolidating our position in the market as a company specialized in IT solutions, offering a portfolio of End User Support and Professional Services. We are further expanding our market presence, with over 70 professionals distributed across various regions of the country, serving 100% of the national territory. Currently, we are recognized for the quality of our services, partnering with major industry players and serving large IT clients such as Algar, Stefanini, Sonda IT, Tech Mahindra, Atos, Positivo, Atento, and others. Interested? Check out the opportunity we are offering: **\***Level 1 Technical Support Supervisor**\*** Opportunity Type: CLT; Model: On-site \- Indefinite Term; Downtown, Rio de Janeiro/RJ * Monday to Friday \| Business Hours. **Responsibilities:** * Ensure service quality and SLA compliance; * Act as an internal escalation point, supporting analysts on critical requests; * Prepare performance reports and operational statistics; * Monitor team activities to ensure productivity and efficiency; * Participate in meetings related to service changes; * Monitor the support queue to guarantee service-level targets; * Ensure complete logging of all activities in the ticketing system for traceability and auditing. **Requirements and Qualifications:** * Bachelor’s degree completed in Information Technology or related fields; * ITIL Foundation certification (V3 or V4) or currently pursuing it; * HDI-SCM (Support Center Manager) certification or currently pursuing it; * Proficiency in microcomputing and Microsoft Office suite (Windows, Excel, web browsers, etc.); * Knowledge of networks (wired and Wi-Fi) and TCP/IP protocol; * Familiarity with incident management and service-level agreements (SLA/NSE); * Experience in developing and using technical support scripts and procedures. Minimum Education Level: Bachelor’s Degree Desired Education: *Information Technology, Bachelor’s Degree * Medical Insurance * Life Insurance * Transportation Allowance or Mobility Assistance * College Scholarship * Food Allowance * Meal Voucher * Dental Plan