Job Summary: A technical support professional responsible for ensuring warranty coverage for IT equipment, handling Level 1/Level 2 support, communicating with customers, and tracking incidents. Key Highlights: 1. Remote technical support and assistance (Level 1 and Level 2) 2. Direct customer contact for support and follow-up 3. Assistance in initial hardware and software failure analysis We are seeking professionals to support the warranty service for IT equipment, delivering first- and second-level (Level 1 and Level 2) technical support. The professional will be responsible for direct customer communication, logging and tracking service requests, coordinating with field technical teams, and providing support throughout incident resolution until closure. **Key Responsibilities:** * Remote technical support and assistance (Level 1 and Level 2); * Opening, logging, and tracking service requests; * Proactive customer contact to gather information and provide updates; * Coordinating and monitoring field technicians; * Managing IT equipment warranty claims; * Assistance in initial hardware and software failure analysis. **Requirements:** * Basic to intermediate knowledge of hardware and technical support; * Strong verbal and written communication skills; * Organizational skills and ability to track tasks effectively; * Prior experience in customer service or service desk is desirable. **Desired Profile:** * Proactivity; * Commitment; * Ability to work collaboratively in a team; * Problem-solving focus. Employment Type: Full-time CLT Compensation: Starting at R$2.100,00 per month Benefits: * Dental insurance * Meal allowance * Transportation allowance Work Location: On-site