TEMPORARY VACATION COVERAGE - LEVEL 2 SUPPORT TECHNICIAN - LINHARES

Description

Job Summary: The Level 2 Support Technician is responsible for in-person service, diagnosis and resolution of technical incidents, and user support, aiming to enhance technical service delivery. Key Highlights: 1. In-person service and Level 2 technical support 2. Diagnosis and resolution of complex incidents 3. Contribution to the knowledge base and continuous improvement 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). Workplace address: Av. Hans Schmoger, 808 \- Na. Sa. Da Conceição Neighborhood – Linhares – ZIP Code 29900\-495 Employment regime: CLT. ️ What We Are Looking For: Education: Completed high school, to be 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 support for technical service requests escalated from Level 1, as received through the service channels defined by the contracting party; Handle service requests assigned to this level, according to respective responsibilities; Perform diagnosis and resolution of incidents; Escalate to other resolution teams whenever necessary; Record all procedures performed during each service interaction, as well as all user contacts, in the contractor's service management system; Execute asset transfer procedures in the contractor's official system for any equipment moved; Request IT items from the support manager when such needs are identified; 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 delivery, and record such needs within the corresponding service ticket; Contribute to drafting new knowledge base articles or updating existing ones, whenever necessary; Evaluate and propose measures to improve technical service delivery and reduce incident volume; Clarify doubts and guide users regarding software, applications, information systems (both commercial and internally developed), hardware, standards, and procedures related to SJES’s technological environment and its usage; Perform all additional activities defined for professional profiles listed in Annex 2; Periodically issue mandatory communications established in Annex 5\. Escalate unresolved requests to Level 3; Carry out 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, with minimum duration of 20 hours. * Certificate of participation in a microcomputer assembly and configuration course, with minimum duration of 20 hours. * Microsoft Certified Systems Administrator (MCSA) Windows 7 (or later) 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 Voucher (6% employee deduction); SESC Membership; Life Insurance; Health Plan. GoGood; Minimum Educational Requirement: High School (Secondary Education)