TEMPORARY VACATION COVERAGE - LEVEL 2 SUPPORT TECHNICIAN - LINHARES

Description

Job Summary: The Level 2 Support Technician is responsible for in-person service, technical incident diagnosis and resolution, escalation, and maintenance of computer systems and equipment. Key Highlights: 1. In-person service and Level 2 technical support 2. Incident diagnosis and resolution 3. System maintenance and infrastructure organization 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 \- Na. Sa. Da Conceição Neighborhood – Linhares – ZIP Code 29900\-495 Employment Type: CLT. ️ What We Are Looking For: Education: Completed high school, verified by a certificate issued by an educational institution recognized by the Ministry of Education. Computer Skills: Intermediate; Language: Portuguese. Experience: 6 months; Core Responsibilities (Duties/Tasks): Receive and provide in-person service for technical support requests escalated from Level 1, as received via the channels defined by the contracting party; Handle service requests assigned to this level, according to responsibilities; Perform incident diagnosis and resolution; Request escalations to other resolution teams whenever necessary; Record all procedures performed during each service interaction, as well as user contacts, in the contractor’s service management system; Execute asset transfer procedures in the contractor’s official system for any moved equipment; Request IT items from the support manager when identified as required; Maintain organized network cabling racks in the data center (CPD); Assess the need to update or add new articles to the knowledge base during service interactions, and record such requests within the respective service record; Contribute to the creation of new knowledge base articles or updates to existing ones, as needed; Evaluate and propose measures to improve technical support quality and reduce incident volume; Clarify doubts and guide users regarding software, applications, information systems (both commercial and internally developed), hardware, policies, and procedures related to SJES’s technological environment and its usage; Carry out additional activities defined in Annex 2 for professional profiles; Periodically issue mandatory communications established in Annex 5\. Escalate to Level 3 any requests that cannot be resolved at this level; Perform all activities listed in Annex 2 relevant to this professional profile. Specific Knowledge, Certificates, and Certifications Required: Certificate of completion for a Microsoft Office 2010 (or later) course, minimum 20 hours. * Certificate of participation in a microcomputer assembly and configuration course, minimum 20 hours. * Microsoft Certified Systems Administrator (MCSA) Windows 7 (or later) certification. Essential Personal Characteristics 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 Benefit Program; Life Insurance; Health Plan. GoGood; Minimum Educational Requirement: High School (Secondary Education)