Remote Support Technician

Description

Job Summary: Work as a Remote Support Technician in a customer-focused, innovative, and collaborative environment, responsible for IT service delivery and issue resolution. Key Highlights: 1. Customer focus, innovation, and transparent decision-making 2. Respectful and collaborative work environment 3. Multidisciplinary work focused on results **Learn About This Opportunity** If you focus on customers and innovation, make decisions openly and transparently, appreciate and contribute to a respectful work environment, work multidisciplinarily, collaboratively, pragmatically, and with a results orientation—while taking ownership of deliverables—this **Remote Support Technician** position is for you! **Important Job Information:** * Work Location: Contagem * Work Mode: On-site * Employment Type: Permanent **Responsibilities:** * Register, monitor SLA compliance, close, and document remote IT support tickets; * Provide user support (clear, didactic communication, patience, and empathy); * Diagnose and resolve technical issues; * Configure printers; * Use ticketing systems (SLA tracking, ticket creation, monitoring, and closure); * Administer Active Directory (user creation, network folder access permissions, email account creation, group creation, distribution list creation); * Maintain chatbots; * Provide support via phone, email, MS Teams, and remote support tools; * Reset passwords and resolve login issues; * Analyze internet or network connectivity problems; * Install and update software; * Connect offline printers, install drivers, resolve stuck print queues, incorrect drivers, or communication errors; * Verify and grant permissions; troubleshoot access errors or internal systems being offline; * Configure email accounts; * Provide mobile device support; * Create and remove user accounts; * Repair operating systems in case of failures, Windows updates, or system freezes after updates; * Analyze incorrect permissions or file server issues; * Troubleshoot authentication issues, VPN client issues, or external network problems; * Resolve multi-factor authentication (MFA) login issues; * Fix OneDrive synchronization errors; * Resolve digital certificate issues; * Fix errors opening specific files (PDF, Excel, etc.); * Remove viruses and malware; * Unlock accounts blocked by security policies; * Update policies and procedures; * Keep tools updated (chatbot, AD, ServiceNow). * Identify repetitive operational tasks within the support environment to enable automation; **Required Knowledge and Skills:** * Technical education in IT; * Intermediate English; * Ability to diagnose and resolve technical issues; * Experience installing software and configuring computers, laptops, tablets, and smartphones; * Knowledge of operating systems, basic networking, remote access tools, incident management, and information security; * Microsoft Office, Adobe products, MS Teams; **Preferred Qualifications:** * Knowledge of UiPath, Power BI, and programming logic. Salary and benefits align with market standards for companies of our size and sector, including health insurance, performance bonuses, and meal vouchers. Benefits also emphasize well-being and balance—such as extended maternity and paternity leave, emotional support, Gympass, among others. **About the Company** We are RHI Magnesita, the force driving the refractory industry. We master high temperatures so industries worldwide can build a modern and sustainable life. We are the global leader in high-quality refractory products, systems, and services—essential for industrial processes operating above 1,200°C (e.g., steel, cement, non-ferrous metals, and glass industries, among others). We employ 13,000 direct staff, operate 35 major production facilities, and maintain 70 commercial offices serving over 10,000 customers across 40 countries. **Our Way of Being** To deliver the best performance to our customers, we rely on a qualified, engaged, and collaborative team that puts innovative technologies into practice. That’s why we deeply value people—striving to attract and retain talent while fostering a leadership style that encourages openness, new ideas, and execution of diverse initiatives. We believe pragmatic, positive, and integrated action makes teams stronger and delivers better results. We are a company built by people. And people mean diversity: of ideas, gender, skin color, race, life experiences, bodies, and minds. We are committed to offering equal opportunities to everyone, regardless of gender, race, disability, ethnicity, sexual orientation, age, or any other characteristic. We want all our employees to feel welcomed and valued. Here, you can be yourself!