Technical Support Specialist

Description

Job Summary: A professional to provide technical support and handle user requests, including logging, categorizing, and resolving incidents in an IT environment. Key Highlights: 1. Receive and prioritize user requests regarding systems and equipment. 2. Investigate, diagnose, and implement solutions for incidents. 3. Maintain up-to-date knowledge bases for future resolutions. **Responsibilities:** Receive, log, categorize, prioritize, and provide first-level support for user requests. Such support includes systems, equipment, inquiries, suggestions, complaints, or any other request or communication submitted by TRT13’s ICT users; Collect and supplement information related to the incident as needed, and escalate it to the responsible technical department; Perform all support tasks within your scope of responsibility — i.e., those documented in the knowledge base with known solutions — using telephone contact and/or remote access, as appropriate; Log into the ticketing system when a request covered by the previous item cannot be resolved, specifying the reason, and propose creating a new knowledge base entry or updating an existing one, if applicable; Investigate, diagnose, and apply either a workaround or a definitive solution for incidents, or fulfill service requests, thereby resolving the user’s issue; Provide users with updates on the status of their requests upon request (reactive) and whenever necessary (proactive); Adhere to service-level agreements (SLAs) defined for each service type in TRT13’s IT Services Catalog, as well as SLAs associated with incident categorization; Keep knowledge bases and solution databases updated to assist in resolving future incidents. For each resolved incident, record the adopted solution, the script used, the knowledge base article applied, affected configuration items, and other relevant information for statistical reporting; Follow standardized support procedures to ensure consistent behavior among support staff when interacting with users, maintaining compliance with rules, standards, and guidelines outlined in manuals, official acts, and other applicable regulations; Guide users of ICT services (internal and external); Perform interventions only on workstations registered as property of the Court or those authorized by SETIC; Ensure critical support requests are prioritized. These requests must subsequently be logged in the ticketing system; **Mandatory Requirements:** Completed high school education and/or a technical training course in Information Technology with a minimum duration of 180 (one hundred eighty) hours. Minimum one year of documented professional experience in technical support and/or service desk roles, verified via employment record book (Carteira de Trabalho) or other official documentation; Experience with request and incident management tools; Experience providing remote support; Experience installing and configuring application and office software; **Desirable Requirements:** Basic knowledge of English; Familiarity with basic software and office automation applications; Advanced knowledge of Windows 11; Proficiency in both receptive and proactive customer service techniques; Ability to communicate clearly and concisely, both verbally and in writing; Ability to remain calm, tolerant, and professional when confronted with situations beyond standard procedures and routines; Ability to adapt readily to established rules and regulations; Dynamic personality suited to user-facing support activities; Commitment to the organization’s mission and support guidelines; **Mandatory Certifications:** Not applicable; **Why Join Qualificar TI?** **Innovative Environment:** Work alongside a diverse and collaborative team that values your expertise and encourages your growth. **Continuous Development:** We offer training, certifications, and capacity-building programs to support your constant evolution. **Real Impact:** We engage in strategic projects that transform businesses and deliver tangible results. **Inclusive Culture:** We value diversity as a core part of our culture and believe innovation stems from differences. **Are You Up for the Challenge?** If you identify with our culture and wish to join a team that transforms technology into results, we welcome you! **Apply now and become a Qualifier!** www.qualificarti.com.br LinkedIn Qualificar TI