**What will be your challenges:** * Act as escalation point for complex incidents and requests, ensuring clear and empathetic communication. * Conduct root cause analysis (RCA) and implement permanent solutions to prevent issues. * Manage the ticket lifecycle, ensuring quality and SLA compliance. * Create and update documentation and procedures, promoting knowledge sharing. * Participate in IT projects, proposing process improvements and automations. * Contribute to team culture development and a collaborative environment. * Provide advanced support for hardware, software, networks (LAN/WAN), and internal systems. **What you need to have:** * Bachelor's degree in Information Technology or related fields * ITIL (Incident, Problem, and Knowledge Management) and SLAs. * Computer networks (TCP/IP, VLANs, managed switches) and server infrastructure. * Operating Systems (Windows Server/Client, Linux) and Active Directory. * Proficiency in ITSM tools and asset management. * Scripting/automation skills (PowerShell, Python) for routine optimization. * Knowledge of laboratory systems will be an advantage. * Solid experience in IT support, with proven track record in resolving second-level issues. * Demonstrated experience in root cause analysis and technical documentation. **What we offer you:** * Meal Allowance * Food Allowance * Childcare Assistance * Dental Plan * Health Insurance * Life Insurance * Welhub (Gympass) * Workplace Gymnastics * Birthday Day Off * Birthday Gift * +Saúde Program (free telemedicine and psychological support) * Gifts for Expectant Mothers and Fathers * Christmas Bonus * Corporate University * Petlove (Pet Health Plan) * Study Grant * Parking Benefit or Transportation Voucher * Onhappy (exclusive travel rates platform) **General Information:** * **Working hours:** 08:00 AM to 06:00 PM - MON FRI * **Contract type:** Permanent * **Work location:** DB São José dos Pinhais **Would you like to know more about DB?** Since its inception, DB Diagnósticos has maintained the same purpose: to be an exclusive reference laboratory with a high standard of excellence. For 12 years, we've been promoting health, recognized throughout the national territory, with a modern structure and broad diagnostic capacity. We have a high-performance team focused on quality and development, impacting the lives of thousands of people across Brazil every day through accurate and reliable diagnostics. Want to learn more? Follow our page: https://lnkd.in/dhmTzG2n **What to expect from us!** We work for life, therefore we take our mission very seriously! We want to make a difference and impact people's lives through our business, bringing agility and confidence to our results. And how do we achieve all this? By valuing people, knowledge, quality, and evolution! We are an ambitious company that believes in change and innovation! We know that to enable this, we need great diversity—of people, ideas, ethnicities, cultures, religions, genders, and everything else, because only plurality provides different perspectives and stimulates innovation and growth. We offer a safe and collaborative environment, grounded in respect and dignity. Here, you'll find a space free from stereotypes, prejudice, and discrimination. So, after learning a bit more about DB, do you identify with our worldview? Then come grow with us! **Join DB!**