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Job Summary: Provide customer service and technical support for telecommunications networks, log and track support tickets, seek prompt solutions, and ensure effective follow-up. Key Highlights: 1. Telecommunications network technical support 2. Problem diagnosis and resolution (troubleshooting) 3. Knowledge of Wi-Fi, internet, and communication protocols **HELP DESK** **Job Description:** Provide customer service and technical support for telecommunications networks; log and track ombudsman requests, complaints, inquiries, and other customer needs; seek agile solutions in accordance with company service protocols. Conduct basic assessments of customer equipment (modem, Wi-Fi router, telephone lines); install and uninstall software or tools for internal and external customers; maintain up-to-date records of all customer interactions; and ensure effective follow-up. Resolve basic issues during the first contact, with support from other team members when necessary; clearly define the company’s and customer’s respective responsibilities; clearly and responsibly explain required actions—even in cases outside the company’s direct scope—in order to transcend technical responsibility and provide assistance whenever possible. **Requirements:** Relevant work experience; basic knowledge of technologies such as Wi-Fi, internet connectivity, and communication protocols (e.g., ICMP, LAN, WAN); foundational understanding of telecommunications networks; basic knowledge of telephony protocols, such as SS7 and SIP. Familiarity with GPON networks and related technologies; ability to diagnose and resolve problems (troubleshooting). Knowledge of ERP management systems (MKSolutions); familiarity with customer service practices. **Minimum Education Level:** High School Diploma **Work Schedule:** Monday to Friday, 08:00 to 18:18. **Benefits:** Transportation allowance Meal allowance Food allowance Medical and dental assistance *Apply via the Divulga Vagas portal!* Follow Divulga Vagas on Instagram: @divulgavagas.oficial
