Job Summary: Responsible for user support and assistance across various information technology software and applications used by the client. Key Highlights: 1. Request deadline management and control 2. Remote intervention for configurations and installations 3. Clarification of questions regarding corporate systems **Position/Function Summary:** Responsible for user support and assistance across various information technology software and applications used by the client. **Responsibilities and Duties** **Main Activities:** * Management and control of deadlines for requests forwarded to Level 2; * Forwarding and tracking of incidents to internal system owners for demand submission and deadline negotiation; * Remote intervention on client users’ workstations, upon authorization from the incident owner, to perform configurations, installations and uninstallations of applications, software updates, and various repairs; * Receipt of solutions and closure of incidents and requests in SGSD; * Clarification of questions regarding the use of corporate systems or basic client software; * Documentation and updating of all processes executed by the team; Escalate and forward incidents unresolved at this level to the infrastructure support team (Level 3). **Requirements and Qualifications** **Requirements:** Completed undergraduate degree in IT, with diploma recognized by MEC. Support knowledge aligned with the service catalog. ITIL certification. Microsoft 365 certification focused on installation and support for Windows 10 PRO or higher. Proven experience in local and remote technical support, including installation, configuration, and maintenance of: Windows operating systems (7, 8, 10 or higher) and Microsoft Office (2016, 365 or higher). Personal computers and corporate software. Knowledge of: Computer assembly, maintenance, and configuration. Office suite and common applications (advanced level). Local area networks and patch cord organization. Basic IP telephony configuration and softphone installation. Android and iOS systems. IP CCTV cameras. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health plan (subject to local availability); Hapvida Odonto or Bradesco dental plan; Alelo meal or food allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy benefit; University partnership discounts; Total Pass; Internal education platform; Welcome-to-the-baby-kit; Moodar platform (therapy platform offering special rates for employees) 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 workplaces are built by our employees, who wear the shirt proudly and create daily a joyful, collaborative work environment. We believe trust is the foundation 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 PWD CANDIDATES!**