**Description:** **To excel in this role, you must have:** Bachelor’s degree in Computer Science, Computer Engineering, Control and Automation Engineering, Software Engineering, Information Systems, or related fields; Experience providing user support; Proficiency in Microsoft Office Suite, with emphasis on Intermediate Excel; Valid and active Brazilian National Driver’s License (CNH), Category B; Availability for occasional travel; Availability to work on-site in Visconde do Rio Branco/MG. Here’s how you’ll contribute to the IT Operations team: Responding to and resolving tickets escalated by the Level 1 Service Desk, either on-site or remotely; Performing troubleshooting activities for hardware, software, networks, and operating systems; Providing support for installation, configuration, and maintenance of computers, printers, peripherals, and mobile devices; Supporting the infrastructure team in basic tasks, such as applying system patches and updates, verifying backups, monitoring networks and servers (basic level), and assisting with user access and permissions; Ensuring all support interactions are thoroughly documented in the Service Desk/ITSM tool; Escalating critical or highly complex incidents to the responsible teams (Level 3/Infrastructure); Maintaining clear and consistent communication with users regarding ticket status; Collaborating on updating the technical knowledge base and internal procedures; Supporting IT asset inventory and equipment movement tracking. 2512240202491784601