Description: Experience: * POS knowledge (maintenance and installation) – Front-of-Cashier (Mandatory) * Active Directory, DNS, DHCP, file server, print server; * Google Workspace (G Suite) tools; * User support, desktop/notebook/tablet configuration; * Applications, hardware, printers, etc.; * Knowledge of network infrastructure, routers, and switches; * Experience operating within ITSM frameworks with defined SLAs; * Remote support (AnyDesk, TeamViewer). * Experience operating within a support center governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. Desirable qualifications: * ITSM ServiceNow knowledge and usage * Experience in Commercial/Wholesale environments Education: * Bachelor’s degree or currently enrolled in Information Technology or related field; Skills: * Teamwork; * Strong written and verbal communication skills; * Flexibility, proactivity, agility, and organization; * Commitment; Work Schedule: * Work model: 100% on-site (Londrina-PR); * Store under construction – Working hours: 8:00 AM to 5:00 PM, Monday through Friday. * After store activation – Working hours: 7:00 AM to 3:00 PM, Monday through Friday, and Saturdays from 7:00 AM to 12:00 PM. NOTE: Hey! Even if you don’t meet all the job requirements, we still encourage you to apply—okay? We’ll carefully review your profile considering all your qualifications. What we’re looking for: * An organized and responsive individual. Your day-to-day responsibilities: * Respond to user requests and incidents, resolving them per technical procedures and agreed-upon deadlines. * Provide technical support to customers regarding resolution of low- and medium-complexity incidents. * Create and maintain up-to-date technical procedures and knowledge base articles. * Investigate, diagnose, and test solutions before contacting the requester; * Collaborate with other support tiers to identify correct solutions. * Interact with customers at all hierarchical levels. * Provide end-user support, assisting and resolving queries related to support/infrastructure/systems. 2512140202201887362