Job Summary: A Level 2 in-person Technical Support professional responsible for handling incidents, documenting solutions, installing/configuring systems and equipment, and resolving faults in accordance with standardized procedures. Key Highlights: 1. In-person Level 2 incident support 2. Installation and configuration of operating systems and software 3. Maintenance and technical support for IT equipment Provide courteous and timely in-person support for incidents escalated to Level 2, adhering to standardized procedures and, where no standards exist, following established guidelines—within agreed-upon timeframes—by consulting the knowledge base and available documentation. **Responsibilities and Duties** * Provide courteous in-person support for incidents escalated to Level 2; * Document solutions developed for incident resolution by completing the incident closure form; * Install, configure, and update operating systems, software, and services, and verify their proper operation as well as that of workstations; * Identify and resolve root causes of equipment, operating system, or installed application failures; * Printer cleaning; * Monitor service quality during support interactions by recording user complaints and observations at the time of service delivery; * Connect and configure workstations to the corporate network, internet, intranet, and related services; * Collect information, locate, identify, test basic connectivity, and activate/deactivate data network points; * Replace/format hard drives, including OS installation, application deployment, backup restoration, and configuration; * Physically uninstall and reinstall microcomputers, printers, and/or general peripherals either on the network or locally; * Install and configure videoconferencing equipment and presentation/training equipment (e.g., projectors, large screens, etc.), providing on-site assistance when required; * Install and configure institutional smartphones, multimedia projectors, Smartcard readers, tokens, webcams, barcode scanners, digital certificates, mice, keyboards, monitors, microphones, speakers, and other IT equipment. **Requirements and Qualifications** **Academic Background:** Completed technical course or currently enrolled in a higher education program, both in the field of Information Technology. **Certifications/Courses:** ITIL 4 Foundation certification preferred; Modern Desktop Windows 10 certification or higher; Completion of “ITIL 4 Foundation” course, evidenced by official participation certificate; Course in computer assembly and maintenance. **Professional Experience:** Proven experience in end-user technical support; Demonstrated customer/user support expertise, verified via certificates or equivalent documentation; **Additional Information** **Our Benefits:** Hapvida, Bradesco, or Unimed health insurance (region-dependent); Hapvida Odonto or Bradesco Dental dental insurance; Meal or food allowance; Life insurance fully covered by Lanlink; Transportation allowance; Total Pass; Pharmacy benefit plan; University tuition partnership; Corporate Education Platform; Welcome-to-Parenthood Kit; Moodar Platform. Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a trusted harbor for innovation. Our workplaces are shaped by our employees—who wear the shirt proudly—and who collectively foster a joyful, collaborative work environment every day. We believe trust is the cornerstone of our relationships—with our people and our clients—and that it is cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many. We are diverse. \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PRIORITY FOR PWD CANDIDATES!**