Technical Support Specialist

Description

Job Summary: Responsible for user support and assistance in microcomputing, including second-level technical support (remote and on-site) and hardware and software troubleshooting. Key Highlights: 1. Second-level technical support (remote and on-site) 2. Hardware and software troubleshooting 3. Populating the knowledge base for future solutions Responsible for user support and assistance, with a focus on microcomputing services. **Responsibilities and Duties** * Providing second-level technical support services remotely or on-site at client premises—or elsewhere—as authorized by the management team. * Performing tasks from the ICT Services Catalog aligned with competencies eligible for second-level technical support. * Conducting technical support activities involving hardware and software, primarily remotely but on-site whenever necessary or requested by the end user. * Escalating requests to other support levels when resolution exceeds second-level capabilities. * Identifying and resolving issues related to software and hardware usage, such as: configuring and formatting desktops and laptops; configuring printers and scanners for optimal equipment performance; clarifying questions regarding the operation of IT equipment; addressing questions about applications; relocating the client’s IT assets; installing, configuring, and enabling electronic devices to function properly on local networks. * Supporting videoconferencing services—including connection testing and on-site user assistance—when requested. * Guiding users on the proper use of the client’s corporate network resources, covering both hardware and software aspects. * Inspecting and inventorying the client’s hardware and software resources upon request. * Engaging third-party technical support and assistance providers when required (e.g., during active product warranty periods). * Escalating tickets to third-level support and monitoring response time commitments. * Populating the knowledge base with solutions from resolved tickets that may be adopted by first- and third-level support teams in future interventions. * Performing other related duties as defined by the client. **Requirements and Qualifications** **Education:** * Completed high school with a technical course in IT. **Certifications:** * Completion certificates for ITIL V3 and Windows 10 courses, each with a minimum duration of 20 hours. **Knowledge:** * Basic knowledge of microcomputer maintenance (hardware and software) and operation; * Basic knowledge of computer networking and TCP/IP; * Basic knowledge of networking equipment (switches and wireless access points); * Technical knowledge in ICT compatible with the activities to be performed. **Professional Experience:** * Experience providing technical support to end users, focusing on resolving issues related to configuration, installation, and physical/logical maintenance of workstations—including, but not limited to, operating systems, office tools, computer networks, and other applications relevant to user activities. **Additional Information** **Benefits:** Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco dental insurance; Alelo food or meal allowance; Life insurance fully covered by Lanlink; Transportation allowance; Pharmacy discount program; University partnership program; Total Pass; Internal education platform; Moodar platform (therapy platform offering special rates for employees) Great to have you visit 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 the safe harbor of innovation. Our workplaces are built by our employees—who wear the shirt proudly—and who daily cultivate a joyful, collaborative environment. We believe trust is the foundation of our relationship with our people and 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 OPEN POSITIONS ARE PRIORITY FOR PEOPLE WITH DISABILITIES (PCD)!**