Handle the opening, categorization, and prioritization of requests, performing diagnosis, support, and resolution of incidents and service requests assigned to the second level under the referenced contract. **Responsibilities and Duties** **Key Activities:** Manage and monitor deadlines for requests escalated to Level 2; Forward and track incidents to internal system owners to negotiate timelines for resolution; Perform remote interventions on end-user workstations—upon authorization from the request owner—to carry out configurations, software installations and removals, software updates, and various repairs; Receive solutions and close incidents and service requests; Provide clarifications regarding the use of corporate systems or basic software; Document and update all processes executed by the team; Escalate and forward incidents that cannot be resolved to the Infrastructure Support team (third level). **Requirements and Qualifications** **Education:** High school diploma or equivalent; **Professional Experience:** Experience in local and remote technical support activities using remote connection tools (installation, configuration, and maintenance) for Windows 7, 8, 10 or later operating systems; Microsoft Office versions 2016 and 365 or later; and other software required to perform job-related tasks, including microcomputer maintenance. **Certifications:** Microsoft "MD-100: Windows 10" certification, or a training certificate with a minimum duration of 40 (forty) hours, or equivalent; Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent; HDI Desktop Support Technician (HDI-DST), or equivalent. Knowledge/Courses: Advanced knowledge of maintenance and configuration of environments running Microsoft Windows 7 and Windows 10; Proficiency in installing, configuring, and customizing software and/or products on workstations; Knowledge of configuration and support for Microsoft Office suite and OpenOffice/LibreOffice platform; Knowledge of computer networks—wired and wireless—including TCP/IP protocol, encryption, and wireless network security; Knowledge of structured cabling, installation and maintenance of network outlets, and cable crimping; Knowledge of printer configuration and maintenance; Knowledge of configuration, maintenance, and support for IP telephony and IP camera systems; Proficiency in both reactive and proactive remote support techniques; Proficiency in face-to-face customer support techniques. **Additional Information** **Benefits:** Hapvida, Bradesco, or Unimed health insurance plan (subject to regional availability); Hapvida Odonto or Bradesco Dental dental insurance plan; Meal allowance or food voucher; Life insurance fully covered by Lanlink; Transportation voucher; Total Pass; Pharmacy discount program; University tuition discount program; Corporate Education Platform; Welcome Kit for new parents; Moodar platform. Great to have you visiting us virtually! 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 purpose of impacting lives and serving as a safe harbor for innovation. Our workplace culture is shaped by our employees, who proudly wear the Lanlink shirt and build a joyful, collaborative environment every day. We believe trust is the foundation of our relationship with our people and our clients—a trust cultivated through practices such as hiring and onboarding, inspiring, communicating, 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 OPEN POSITIONS ARE PREFERRED FOR PERSONS WITH DISABILITIES (PCD)!**