IT Support Agent I - Bemol Office

Description

Job Summary: The IT Support Agent I provides first-level technical support, ensuring the proper operation of equipment, systems, and networks, with excellence in service delivery and adherence to Bemol’s core values. Key Highlights: 1. Handle identification, logging, and resolution of technical support tickets 2. Perform preventive and corrective maintenance with a focus on speed and cost-efficiency 3. Assist in the configuration and installation of equipment and software The IT Support Agent I is responsible for delivering first-level technical support to company employees, ensuring the appropriate functioning of equipment, systems, and networks. This role directly handles identification, logging, escalation, and resolution of technical support tickets, ensuring operational continuity of technology resources based on principles of service excellence and respect for Bemol’s cultural values. Bemol is a retail services and product distribution company whose primary objective is achieving customer satisfaction before, during, and after the sales process, while adhering to continuous improvement practices, applicable external legislation, and the organization’s guiding principles and cultural values—namely Integrity, Respect, Economy, Energy, and Continuous Improvement. **Responsibilities and Duties** **In the Bemol team, your main missions will be:** * Work on infrastructure tasks (cable routing, installation and configuration of security equipment), * Respond to technical support requests related to hardware, software, network, and systems, properly logging all tickets in the service desk platform. * Provide basic user guidance on appropriate usage of equipment and systems, promoting digital autonomy and digital literacy. * Perform triage, categorization, and escalation of tickets requiring higher-level support. * Carry out preventive and corrective maintenance of equipment, focusing on speed, cost-efficiency, and continuous service improvement. * Assist in configuring and installing new equipment and software per internal security standards and policies. * Ensure confidentiality of information handled during support interactions, complying with LGPD guidelines and information security standards. **Requirements and Qualifications** **You must have!** * Completed technical education in Information Technology, Computer Networks, IT Technical Support, or related fields; * Familiarity with SMS, Hikcentral, and Avigilon; * Knowledge of Digifort CCTV monitoring system; * Experience in network and data infrastructure, including cabling; * Understanding of AI models and system integration; * Valid NR-35 and NR-10 certifications **Preferred Qualifications:** * Electrical installation training (desirable); * Ongoing undergraduate studies in Computer Science, Information Systems, or related fields. **Additional Information** Selection Process Steps: * Application submission * HR screening criteria * HR assessment test * Logical reasoning test * Digital challenge * Interviews *At Bemol, we value individuality and are committed to fostering an inclusive culture that promotes equity and appreciation of diversity—including gender, religion, persons with disabilities (PCD), LGBTQ+, race, and ethnicity. All our job openings reflect this commitment.* We wish you great success throughout the application process and look forward to welcoming you soon! :) Bemol was founded on **August 13, 1942**, by brothers Samuel, Israel, and Saul Benchimol. In its early years, the company operated in pharmaceuticals, later expanding into grains, cement, and finally home appliances—a sector in which it remains active today. Over time, Bemol has evolved into a modern, agile company and a leader across nearly all sectors it serves: electronics, home appliances, furniture, self-service, pharmaceuticals, construction materials, food products, and more. Today, Bemol operates over **37 physical stores**, 1 online store, and **6 distribution centers**, located in Manaus, Porto Velho, and Rio Branco. Committed to quality service and customer care, Bemol also operates **22 lottery outlets** within its stores and **5 Mercado Bemol units** in Manaus. In 2016, Bemol expanded into healthcare with the launch of **Bemol Farma**, which currently comprises **47 physical pharmacies** and 1 online store. To complement this initiative, we also operate a **Bemol Saúde Clinic** unit. Currently, we employ approximately **5,000 professionals**, and continue expanding steadily. We seek passionate, persistent, creative, agile individuals eager to grow alongside Bemol.