Level 1 Support Technician

Description

Job Summary: Provide first-level technical support, identifying and resolving internet connectivity issues, guiding customers, and tracking service history. Key Highlights: 1. First-level technical support for internet connectivity. 2. Instructional guidance to customers and diagnosis of network failures. 3. Teamwork and incident tracking. **LEVEL 1 SUPPORT TECHNICIAN** **Mandatory Requirements:** Completed high school; Basic knowledge of computer science and networking (Wi-Fi, routers, internet connections); Proficiency in written and verbal communication; Prior customer support experience; **Desirable Experience and Knowledge:** Previous experience providing technical support for internet service providers (preferred); Knowledge of computer networks (preferred); Familiarity with residential and corporate network infrastructure (Wi-Fi, cabling, networking equipment); Ability to work under pressure and handle multiple concurrent support requests; Strong typing, writing, and oral communication skills; Ability to instruct non-technical users clearly and patiently; Currently pursuing or completed undergraduate degree in: Computer Networks, Information Systems, or related fields; **Responsibilities:** * Provide first-level technical support to Netiz customers via phone and WhatsApp. * Identify, log, and resolve internet connectivity issues (Wi-Fi, cable, routers, ONUs). * Guide customers through basic procedures such as equipment restarts, speed tests, and cable verification. * Diagnose local network failures and recommend appropriate solutions. * Assist customers with simple router configurations, password changes, and network name modifications. * Escalate incidents to Level 2 (N2) when necessary, including all initial diagnostic information. * Track service history and maintain detailed records in the internal system (ERP). * Schedule on-site technical visits when remote support is insufficient. * Meet SLA targets and maintain customer satisfaction metrics. We offer **transportation allowance or fuel allowance**, **meal/food allowance**, and **internet allowance after 3 months**, provided Netiz coverage is available at the employee’s residence. Employment Type: Permanent CLT Salary: **R$** **2\.269,40** per month Employment Type: Permanent CLT Compensation: starting from R$2\.269,40 per month Benefits: * Fuel allowance * Internet allowance * Food allowance * Meal allowance * Transportation allowance Education: * Completed high school (Mandatory) Experience: * Customer support (Mandatory) Work Location: On-site