**About IT UNIVERSE** We are a renowned IT market company with over 15 years of history. As an integrator of IT solutions with a broad portfolio of products and services, we operate in companies of various sizes and are present in Brazil, the United States, and Mexico. **What guides us?** * Happiness \- Promoting happiness within our company is our daily mission. Happy people live longer, are more optimistic, and work better. Happiness generates results. * Viewing our clients, partners, and employees as the main contributors to project success and company growth. * Ethical relationships bring prestige and recognition, which are the greatest assets a company can have. * We always provide the best customer service experience. * The pursuit of new technologies is a daily effort. Keeping up with market evolution is the key to delivering excellence. **Responsibilities and Duties** * Installation of infrastructure (wired network); * Installation of computer equipment; * Recording of events (technical tickets or service requests); * Clarification of technical, operational, or administrative doubts; * Identification and handling of technical support demands for software and hardware; * Identification and forwarding of requests for installation, updating, relocation, correction, configuration of software and hardware services; * Monitoring of events regarding response and resolution deadlines; * Engaging responsible parties for resolution, including third parties, when agreed service levels (SLA) are not met; * Providing relevant status updates and estimated completion times for user requests; * Handling second-level access management requests; * Maintenance of folders on file servers; * Creation of user accounts; * Permission Management in Windows Environment; * Permission Management in Systems; * If tickets cannot be resolved by the Access Team, the team must escalate and forward them to the next level of resolution; * Registering solutions provided by the specialized team in the knowledge base for future reference in subsequent support cases. **Requirements and Qualifications** * Completed or ongoing higher education (related to Computer Science); * Native Portuguese (Fluent in speaking and writing); * Intermediate English; * Minimum of 3 years of experience in IT support activities; * Good communication skills. **Additional Information** Feedback 1:1 monthly between leader and team member, fostering a transparent and high-performance culture. We discuss development and give/receive feedback for lasting relationships ; PDI \- Individual Development Plan: created jointly between leader and team member for personal growth; Training sessions (individual and team-based); Leadership Development Program (LDP): encouraging the development of future leaders. Relaxed environment, colleagues who can become your friends, unlimited coffee, numerous benefits, inspiring leaders, and various trainings to advance your professional career. And there's more! In addition to working at our headquarters, you may also work at our clients' sites. ;)