Job Summary: We are seeking an organized and proactive professional to provide second-level technical support, assisting with software, hardware, systems, and IT equipment, as well as managing tickets and vendors. Key Highlights: 1. Second-level IT support (software, hardware, systems, and mobile telephony) 2. Creation and maintenance of technical support procedures and materials 3. Incident and request management with vendors and facilities We are **Quality Digital**! Learn more about us: * **A phrase that defines us** — We are specialists in IT solutions and passionate about innovation! * **To infinity and beyond** — We are *\#borderless*. Our team is distributed across Brazil and worldwide. * **Our culture** — Though physically distant, we stay united. We hold regular ceremonies to strengthen connections, share knowledge, and stay updated on company news! * **We embrace diversity** — One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment, valuing and promoting plurality. Therefore, **there is space here for everyone**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** — To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What we seek?** An organized and proactive individual. **Your day-to-day responsibilities will include:** * Providing **second-level support**, both on-site and remotely, handling incidents and service requests from your queue or resolver group, reactively and proactively. * Delivering remote and on-site support for **software, corporate applications, systems, and IT equipment**, including **mobile telephony and mobile assets**. * Investigating, diagnosing, testing solutions, and **updating ticket statuses using standard text templates**, closing them only after resolution and user validation. * Supporting **internal and external meetings and events**, including videoconferencing, audioconferencing, and audiovisual resources. * Performing **installation and configuration of Windows 10 or later** on requested equipment. * Creating and maintaining **procedures, work instructions, and technical support materials** for first- and second-level support. * Reading and interpreting **process flows** (Visio, Bizagi, or similar tools) and following defined operational processes. * Ensuring **equipment information in Active Directory (AD)** is updated according to the organizational units (OUs) of operational sites. * Executing the **daily site checklist**, including printer and scanner tests, paper replenishment, videoconferencing tests, time clock verification, turnstile checks, and validation of corporate dashboards on TVs. * Logging incidents identified during the checklist with **local response priority**, opening one ticket per item when applicable. * Performing technical and operational tasks related to **mobile and data lines**, including requests, activation, blocking/unblocking, cancellation, incidents, and service requests. * Opening, tracking, managing, and reporting tickets with **outsourcing and facilities vendors** (printers, time clocks, UPS units, cabling, turnstiles, CCTV, among others). **Requirements and Qualifications** **Technical Profile** * Experience performing **daily site checklists**, prioritizing incidents and opening tickets where applicable. * Technical activities related to **mobile and data lines**, including incident and request management. * Opening and tracking tickets with **vendors and facilities**. * Technical support for **Windows 10 or later** and **Office 365**. * Support for **workstations**, network folder permissions, and software installation. * Support and operation of **corporate printers**, including supply management. * Support for **collaboration tools** (Teams, Meet, Zoom). * Support for **mobile devices** (Android and iOS). * Knowledge of **hardware**, peripherals, and **videoconferencing and audiovisual resources**. **Working Hours** * ****12:00 PM to 9:00 PM, Monday through Friday (5 days/week, 8 hours/day). * On-site mode; * Work location: Rua Senador Dantas, 74, Centro do Rio de Janeiro **NOTE:** Hey! Even if you don’t meet all the job requirements, we encourage you to apply anyway — okay? We’ll carefully review your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * A conducive environment for **learning** and **professional growth** * **Performance evaluations** and **feedback**, aimed at continuous development of our people * **Meal and/or food allowance**, for grocery shopping and meals * **Medical and dental assistance**, ensuring you and your family maintain good health * **Pharmacy partnership**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym partnership**, encouraging physical activity * **SESC partnership**, providing diverse cultural and leisure programming * **Partnerships for education**, covering language learning, technology, and online course platforms * **Payroll-deductible loans**, with attractive rates + financial education program * **Corporate University and knowledge pathways**, featuring diverse content on technology, soft skills, market trends, and much more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance** Here, stories are never in short supply! So, how about grabbing your cup of coffee, tea, juice, or favorite beverage, learning more about us, falling in love with what we do, checking out our open positions, and joining this ever-growing team?