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Description: * High school diploma; * Completed or ongoing technical education in ICT areas, ongoing higher education in ICT areas, knowledge of ITIL; * Desired: 1 year of experience in activities related to the position. Knowledge of ITSM tools (e.g., Service Now, GLPI); * Receive and record user technical support requests via phone, e\-mail, chat, or ticketing system. * Identify and diagnose technical issues related to hardware, software, network, and systems. * Prioritize and escalate complex issues to higher support levels when necessary. * Answer questions regarding operation, maintenance, and installation of approved/authorized software. * Install and configure printers and scanners. * Document procedures, solutions, and system changes for future reference and continuous improvement. * Create, reset, and unlock user passwords. * Assist in installation, configuration, and updating of hardware and software. (Access management). * Provide customer support, perform testing and resolve issues in environments (company and/or client), recording and following internal workflows through company service desk tools, or client tools when necessary. * Provide support to field teams through validations, tests, and configurations. * Provide basic guidance to end users on the use of systems and applications. 2511180202461215281
