At Hitss, innovation is our fuel, curiosity is our engine, and respect for the customer is our guide. If you are driven by a passion to create disruptive technological solutions, if you constantly seek challenges that push the boundaries of what’s possible, and if you believe putting the customer first is the key to success, then you’re in the right place. We want people who stand out, think outside the box, and are willing to explore new horizons. Here, every idea is valued, every question is encouraged, and every challenge is embraced as an opportunity for learning and growth. Join us and become part of a vibrant culture where innovation is fueled by relentless curiosity and where respect for the customer permeates all our actions. Here, you’ll have the freedom to explore your skills, collaborate with brilliant minds, and transform the future of technology. If you’re ready to join a company that believes talent is the key to success, send us your resume and join our team. We look forward to meeting you and jointly driving the next generation of technological solutions. **Come be a Hit!** **Responsibilities and Duties** * Lead and coordinate the Field Service team (analysts and supervisor); * Ensure SLA compliance and technical support quality; * Distribute and prioritize requests, monitoring performance indicators; * Act as escalation point for critical and complex incidents; * Deliver training and foster team development, standardizing processes; * Interface with business units and internal customers, ensuring alignment and clear communication; * Propose continuous improvements to processes, tools, and work methods; * Manage local resources (inventory, equipment, stock). **Requirements and Qualifications** **Required Qualifications:** * Bachelor’s degree completed in Information Technology, Computer Engineering, or related fields; * Prior experience coordinating or leading technical support teams; * Solid knowledge of: Operating Systems (Windows 7/10/11, Linux), Networks and Structured Cabling, Office 365 Suite, Active Directory, Remote Access Tools (SCCM, TeamViewer, Remote Control, etc.); * Experience in incident management and SLA tracking; * Advanced troubleshooting skills for hardware, software, and fixed/mobile telephony; * Behavioral competencies: leadership, clear communication, negotiation, time management, resilience, and professional demeanor. **Desirable Qualifications:** * Certifications: ITIL, COBIT, Six Sigma, 5S; * Knowledge of PowerShell and process automation; * Experience supporting VIP users and videoconferencing tools (Polycom, Cisco, Sony, Teams); * Experience managing IT projects and continuous improvement initiatives; * Experience developing technical documentation, training materials, and work instructions; * Knowledge of Apple environments (macOS, iPhone, iTunes) and support for telepresence/audiovisual systems. **Additional Information** Want to see all our open positions? Visit our page: Hitss – Join Our Team https://globalhitss.gupy.io/ **Important: All our job openings are open to professionals with disabilities, and we uphold gender and racial/ethnic equity.** HITSS BRAZIL is a multinational company within the Claro Group, operating for over 30 years in the digital solutions and IT services market across 7 countries. Combining unparalleled experience and specialized expertise, our 5,000 employees are committed to making the new happen every day. We bet on innovation with integrity and strive to develop inclusive, responsible, and sustainable solutions for our employees and customers. **Through our diversity and inclusion pillar, everyone has equal opportunities to build their career.** We make no distinction based on gender, religion, race, sexual orientation, social status, or disability. If you enjoy challenges, trends, agile and innovative processes, this is your place. Join us!