Job Description: Education: Completed high school plus proven technical experience in the IT field, or a professional technical course in IT, or an ongoing undergraduate degree in IT. Certifications: Knowledge and experience with corporate and administrative systems; ITIL Foundation v3 or higher training, minimum duration of 24 hours; ISO/IEC 20000 Foundation certification, minimum duration of 16 hours. Knowledge Requirements: Technical support knowledge for corporate systems; Support knowledge for public administration systems using digital certificates and tokens; Basic knowledge of computer networks; Knowledge of remote access tools. Professional Experience: Experience in technical support involving corporate systems (e.g., AGHUx, GLPI, SEI, or equivalents); Experience supporting public administration systems using digital certificates and tokens; Experience installing and configuring application software and dependencies used by corporate systems; Experience with basic data networks (cabling, routers, Wi-Fi) applicable to system operation; Experience providing end-user support both in person and remotely. * Perform technical support related to the usage, access, and operation of corporate systems, either on-site or remotely. * Investigate, validate, and log incidents and service requests concerning systems, corporate applications, and operational processes. * Support and guide users in utilizing institutional systems, including hospital systems (e.g., AGHUx), administrative systems, and corporate applications used by the client. * Resolve simple inconsistencies, advise users on usage workflows, and escalate issues beyond the role’s technical scope to higher-level support. * Perform basic configurations on workstations, web browsers, and required dependencies for full system functionality (e.g., plugins, digital certificates, drivers, permissions, etc.). * Provide support for systems requiring authentication via institutional digital certificates and tokens (e.g., SIAPE, SIAFI, SIGEPE, SEI). * Coordinate with higher-level teams (e.g., Level 3, development, infrastructure) to address issues unresolved during initial support. * Participate in testing, validation, and acceptance of system updates, fixes, and new features. * Log and maintain up-to-date records of all support activities in an ITSM tool, ensuring traceability of performed actions. * Develop and update user instructions, quick guides, manuals, and knowledge base articles related to systems. * Monitor system operational indicators, reporting recurring failures, bottlenecks, and opportunities for improvement. * Periodically inspect critical functionalities and identify requirements for adjustments or preventive maintenance. * Comply with and ensure adherence to corporate procedures, information security policies, and compliance guidelines. * Carry out other related tasks assigned by management, consistent with the technical scope of the role. 2512060202191907702