IT Assistant

Description

Job Summary: Responsible for providing initial IT support and ticket triage, assisting users in resolving low-complexity requests, ensuring proper registration, classification, and routing of all service requests. Key Highlights: 1. Challenge boundaries and embrace innovation in a promising future 2. Work to drive the company toward a relevant and digital future 3. Develop yourself in an environment that values knowledge and collaboration In our continuous search for creative minds passionate about innovation, we seek individuals who challenge boundaries, embrace the new, and chart unexplored paths toward a promising future. With over 29 years of expertise in Consulting and Project Management, we are a national benchmark in Consulting Engineering, undergoing constant global expansion. With an innovation-driven DNA, we reinvent ourselves and evolve. Our team of more than 2,000 professionals works to propel our company toward an even more relevant, global, and digital future by 2030\. If you identify with our purpose, shall we together imagine a future and engineer it? **Responsibilities and Duties** **Summary Description:** Responsible for providing initial IT support and ticket triage, assisting users in resolving low-complexity requests, ensuring proper registration, classification, and routing of all service requests, as well as monitoring request resolution in compliance with established procedures and service-level agreements (SLAs). **Detailed Description:** * Provide initial user support, registering, classifying, and triaging IT tickets according to internal procedures and defined SLAs. * Deliver first-level support to employees, guiding and resolving basic issues related to corporate systems, access credentials, productivity suite (Office), operating system (Windows), connectivity, and other IT resources. * Accurately categorize and prioritize tickets, routing requests to responsible teams when necessary and monitoring their progress until resolution. * Manage IT assets, supporting the delivery and movement of laptops and peripherals to internal customers according to scheduled appointments and current procedures. * Conduct remote and on-site low-complexity support, striving for excellence and effectiveness in internal customer service. * Support the creation and updating of documentation, manuals, and support materials, contributing to the department’s knowledge base. * Monitor basic service metrics and meet established service-level targets. * Research and stay updated on user support tools and best practices, contributing suggestions for continuous improvement. * Plan and execute job-related activities with guidance from more experienced professionals when needed. * Support senior professionals in departmental processes, leveraging acquired experience for self-development. * Execute departmental procedures and work plans, tracking required actions to achieve established goals. **Requirements and Qualifications** **Basic Requirements:** * Currently enrolled in a technical or undergraduate program in IT, Information Systems, Systems Analysis and Development, or related fields * Basic user support knowledge (Windows and Office suite) * Experience handling IT tickets or working in a service desk environment * Strong verbal and written communication skills * Organizational skills and proactivity in demand management **You Stand Out If You Have:** * Experience handling or triaging tickets in corporate systems (SAP and/or Senior) * Experience handling or triaging tickets using SoftExpert * Familiarity with ITSM / Service Desk tools * Prior experience in a corporate environment **Additional Information** **Position Characteristics:** * Employment Type: On-site * Work Location: Vitória/ES * Working Hours: 8:00 AM to 5:00 PM **Benefits Included in This Position:** * Health insurance * Dental insurance * Life insurance * Transportation allowance * Meal allowance * Gym membership via Gympass Discounts and partnerships with numerous educational institutions * At Timenow, we believe in the power of ideas — and even more so, in the ability to turn them into reality. We are a global company with three decades of history, dedicated to imagining a possible world and engineering it with intelligence, innovation, and purpose. #### **If you seek a place where your creativity finds space, your development is taken seriously, and your work creates real impact, join Timenow.** We are a community of over 2,500 people distributed across Brazil, the United States, and Portugal. We are united by a common mission: transforming complexity into shared achievements. Here, you’ll work on challenging projects alongside recognized experts, in an environment that values knowledge, collaboration, and constant innovation. It doesn’t matter where you are in your journey — what matters is your willingness to make a difference. **\#VemSerTimenow!**