IT Support Agent I - Bemol Office

Description

Job Summary: The IT Support Agent I will provide first-level technical support, ensuring the optimal operation of equipment, systems, and networks with excellence in service delivery. Key Highlights: 1. Work with infrastructure and equipment security 2. Perform preventive and corrective maintenance promptly 3. Safeguard the confidentiality of information The IT Support Agent I is responsible for delivering first-level technical support to company employees, ensuring proper functionality of equipment, systems, and networks. This role directly handles identification, logging, escalation, and resolution of technical tickets, ensuring uninterrupted operation of technology resources based on principles of service excellence and respect for Bemol’s cultural values. Bemol is a retail services and products company whose primary objective is to ensure customer satisfaction before, during, and after the sales process, while adhering to continuous improvement practices, applicable external legislation, and organizational cultural principles and values—namely Integrity, Respect, Economy, Energy, and Continuous Improvement. **Responsibilities and Duties** **In the Bemol team, your main missions will be:** * Infrastructure-related tasks (cable routing, installation and configuration of security equipment), * Respond to technical support requests related to hardware, software, network, and systems, properly logging tickets in the service desk platform. * Provide basic guidance to users on appropriate use of equipment and systems, promoting autonomy and digital literacy. * Perform triage, categorization, and escalation of tickets requiring higher-level support. * Conduct preventive and corrective maintenance of equipment, focusing on speed, cost-efficiency, and continuous service improvement. * Assist in configuring and installing new equipment and software according to security standards and internal policies. * Safeguard the confidentiality of information handled during support interactions, complying with LGPD guidelines and information security standards. **Requirements and Qualifications** **It is essential that you have!** * Completed technical education in Computer Science, Computer Networks, IT Technical Support, or related fields; * Familiarity with SMS', Hikcentral, and Avigilon; * Knowledge of Digifort CCTV monitoring system; * Experience in networking 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** Recruitment Process Steps: * Application submission * HR screening criteria * HR assessment * 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 differences—including gender, religion, persons with disabilities (PCD), LGBTQ\+, race, and ethnicity. All our job openings reflect this commitment.* We wish you great success throughout your application and hope to see you soon! :) Bemol was founded on **August 13, 1942**, by brothers Samuel, Israel, and Saul Benchimol. In its early years, the company operated in pharmaceutical commerce, later expanding into cereals, cement, and finally home appliances—a sector in which it continues to operate today. Over time, Bemol has evolved into a modern, agile company and a leader across nearly all sectors it serves: consumer electronics, home appliances, furniture, self-service solutions, pharmaceuticals, construction materials, food products, among others. Today, we operate more than **37 physical stores**, 1 online store, and **6 distribution centers**, located in Manaus, Porto Velho, and Rio Branco. Committed to high-quality service, 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 operates **47 physical stores** and 1 online store. To complement this initiative, we also operate a unit of **Bemol Saúde Clinic**. Currently, we have approximately **5,000 employees**, and we continue to expand steadily. We seek professionals who are passionate about their work, persistent, creative, agile, and eager to grow alongside Bemol.