Senior Technical Support Technician - Duque de Caxias/RJ

Description

Job Summary: A professional to provide multi-level IT technical support, managing service tickets, configuring equipment, and interacting with end users and vendors. Key Highlights: 1. On-site and remote technical support at levels 1, 2, and 3 2. End-to-end management of the service request lifecycle 3. Continuous improvement of support services and IT asset inventory **JOB POSTING | Senior Technical Support Technician** * **Employment Type:** CLT – Permanent * **Working Hours:** Monday to Friday – 8:00 AM to 5:00 PM * **Work Location:** Av. Nossa Senhora das Graças, Vila Operária, Xerém – Duque de Caxias/RJ **Mandatory Requirements:** * Bachelor's degree in IT; * Prior experience as a technical support specialist and/or help desk technician or equivalent; * Solid experience providing IT end-user support; * Experience in workstation environments running Microsoft Windows 10 (or later) and Microsoft Office suite; * Activities including installation, updating, removal, and configuration of software and applications on workstations; * Knowledge of computer networks, crimping, and cabling; * Technical English for reading purposes; * Personal equipment/laptop/computer required for remote work when previously authorized. **Responsibilities:** * Provide on-site or remote technical support at levels 1, 2, and 3 for tickets opened in the Service Center; * Install and configure equipment; * Log and track tickets via system, phone, and email; * Determine ticket priority and assess requests for priority escalation; * Maintain and operate the ITSM tool, classifying tickets and routing them to appropriate support queues; * Provide technical guidance and advice to users regarding service usage; * Engage third-party service providers for software and hardware repairs, monitoring execution and closure; * Manage the entire lifecycle of all service requests—from initial submission through final service delivery. This includes interacting with users upon resolution to confirm issue closure; * Drive continuous improvement of support services; * Generate technical reports and assessments; * Maintain up-to-date inventory of IT assets. **What We Offer:** * Meal Allowance: BRL 35.00/day * Transportation Benefit; * Life Insurance; * SESC Membership; * Well-being Programs and GoGood Gym Partnerships; Minimum Education Level: High School Diploma (Secondary Education)