TEMPORARY VACATION COVERAGE - LEVEL 2 SUPPORT TECHNICIAN - LINHARES

Description

Job Summary: On-site technical support, diagnosis and resolution of incidents, clarification of user inquiries, and user guidance regarding the technological environment. Key Highlights: 1. On-site technical support for Level 2 support requests 2. Diagnosis and resolution of IT incidents 3. Clarification of user inquiries and user guidance About the Opportunity **TEMPORARY VACATION COVERAGE - LEVEL 2 SUPPORT TECHNICIAN** * Working hours: 10:00 AM to 7:00 PM, Monday through Friday (subject to change at the company’s or client’s discretion). Work location address: Av. Hans Schmoger, 808 - Bairro Nossa Sra. Da Conceição – Linhares – CEP 29900-495 Employment type: CLT. ️ What We Are Looking For: Education: Completed high school, certified by a certificate issued by an educational institution recognized by the Ministry of Education. Computer Skills: Intermediate; Language: Portuguese. Experience: 6 months; Essential job responsibilities (duties/tasks): Receive and provide on-site technical support for requests escalated from Level 1, received via the channels defined by the contracting party; Handle service requests assigned to this level, according to assigned responsibilities; Perform diagnosis and resolution of incidents; Escalate requests to other resolution teams whenever necessary; Record in the contractor’s service management system all procedures performed during each support interaction, as well as all communications with users; Execute asset transfer procedures in the contractor’s official system for any equipment moved; Request IT items from the support manager when identified as required by users; Maintain organized network cabling racks at the data center (CPD); Assess the need to update or add new articles to the knowledge base during the support process, recording the request within the respective support ticket; Contribute to the creation of new knowledge base articles or updating existing ones, whenever necessary; Evaluate and propose measures aimed at improving technical support quality and reducing incident volume; Clarify user doubts and provide guidance regarding usage, availability, installation, and configuration of software, applications, information systems (both commercial and internally developed), hardware, standards, and procedures related to SJES’s technological environment and its use; Carry out other activities defined for professional profiles listed in Annex 2; Periodically issue mandatory communications established in Annex 5. Escalate unresolved requests to Level 3; Perform all activities outlined in Annex 2 relevant to this professional profile. Required Specific Knowledge, Certificates, and Certifications: Certificate of completion for a Microsoft Office 2010 (or higher) course, minimum duration of 20 hours. * Certificate of participation in a microcomputer assembly and configuration course, minimum duration of 20 hours. * Microsoft Certified Systems Administrator (MCSA) Windows 7 (or higher) certification. Essential Personal Attributes for This Role: Strong communication and argumentation skills; * Strong decision-making ability; * Goal-oriented work approach; * Initiative and dynamism; Analytical thinking focused on incident resolution. What We Offer: Salary: R$ 2.544,48 Meal allowance: R$31.59 per working day (0% PAT deduction); Transportation allowance (6% deduction); SESC membership; Life insurance; Health plan. GoGood; Minimum Educational Requirement: High School (Secondary Education)