Second-Level Support Technician

Description

Job Summary: An IT professional focused on providing on-site and remote technical support, resolving computer and ICT equipment operational issues for users and clients. Key Highlights: 1. On-site and remote technical support for users 2. Hardware and software maintenance (Windows, Linux, applications) 3. IT problem analysis, diagnosis, and resolution **Job Mission:** An IT professional who provides on-site or telephone technical support to users, resolving issues related to the operation of company or client computers. **Responsibilities and Duties** **Responsibilities (higher complexity) and Tasks (lower complexity):** * Act as support for the client’s first-level support team. * Perform assembly, disassembly, and relocation of ICT equipment; * Perform assembly, disassembly, and relocation of equipment used in meeting/videoconferencing rooms, such as projectors, videoconferencing equipment, telephones, and others; * Conduct corrective and preventive on\-site maintenance for workstations and their respective peripherals, including: * Computers, notebooks, monitors, printers, plotters, voltage stabilizers, uninterruptible power supplies (UPS), scanners, multifunction devices, mice, keyboards, webcams, tokens, and other peripherals. * Conduct corrective on\-site maintenance for smartphones, including configuration, application installation, OS installation/reinstallation, component replacement, and/or equipment replacement. * Guide other teams within the ICT Service Center regarding the client’s systems, providing clarifications and guidance as appropriate. * Analyze and verify whether there are existing tickets of the same nature or unresolved incidents related to the reported issue. In such cases, tickets of the same nature must be linked in the ticketing system. * If the issue has already been resolved, resolve the ticket and return it to first-level support. * If the issue can be resolved at this level, confirm the existence and need for resolution of the issue: * Classify the problem ticket; * Define the priority level of the problem; * Investigate and diagnose the problem to identify its solution; * Create a known error record; * Propose a permanent or workaround solution; * Close the ticket. * If the issue cannot be resolved at this level, escalate to third-level support or the vendor. * Analyze and maintain the knowledge base by recording and updating processes, technical documents, flowcharts, diagrams, glossaries, descriptive manuals, and other knowledge transfer methods. * Handle more complex requests, acting as an intermediary between first- and third-level support to resolve tickets. * Perform hardware or peripheral maintenance and/or replacement. * Configure, install/reinstall Windows and Linux operating systems. * Configure, install/reinstall applications and peripherals. * Install, remove, and update antivirus software. * Remove viruses from workstations. * Install and configure basic software and client-approved applications. * Create desktop and notebook images. * Perform preventive maintenance according to the schedule established by the Service Center. * Provide technical assistance during internal and external events, delivering specialized support for microcomputer equipment. **Requirements and Qualifications** **Mandatory Requirements – Academic Education, Courses, or Certifications:** Completed or ongoing undergraduate degree in Information Technology or related fields, duly recognized by the Brazilian Ministry of Education (MEC); Documented training in computer maintenance; Knowledge of Windows 10 and higher operating system support; Documented training in Privacy and Personal Data Protection, with minimum duration of 4 hours; ITIL Foundation V3 or higher certification is desirable. **Professional Experience:** Experience in technical user support. **Additional Information** Great that you’ve virtually visited us! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the intention of impacting lives and serving as a safe harbor for innovation. Our spaces are built by our employees, who wear the shirt proudly and create, day after day, a joyful and collaborative work environment. We believe trust is the cornerstone of our relationship with our people and our clients—a trust cultivated through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many; we are diverse; \#nossomosLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PEOPLE WITH DISABILITIES (PCD)!**