Senior Technical Support Technician

Description

Job Summary: Professional to provide technical support and help desk services, including on-site and remote assistance, equipment installation/configuration, and service request management. Key Highlights: 1. Solid experience in supporting IT users 2. Experience with software installation, updates, and configuration 3. End-to-end management of the service request lifecycle **JOB \| Senior Technical Support Technician** * **Employment Type:** CLT – Permanent * **Working Hours:** Monday to Friday, 8:00 AM to 5:00 PM * **Work Location:** Porto Alegre - RS **Mandatory Requirements:** * Completed high school and/or undergraduate degree in IT; * Prior experience as a technical support specialist and/or help desk or equivalent role; * Solid experience in supporting IT users; * Experience in workstation environments running Microsoft Windows 10 (or newer) and Microsoft Office Suite; * Activities involving software and application installation, updates, removal, and configuration on workstations; * Knowledge of computer networks, crimping, and cabling; * Technical English for reading purposes only; * Personal equipment/laptop/computer required for home-office work when previously authorized. **Responsibilities:** * Provide on-site or remote technical support at Levels 1, 2, and 3 for incidents logged in the Service Center; * Install and configure equipment; * Log and track incidents via system, phone, and email; * Define incident priority and assess requests for priority escalation; * Maintain and operate the ITSM tool, classify incidents, and route them to respective support queues; * Provide technical guidance and advice to users regarding service usage; * Engage third-party vendors for software and hardware repairs, monitoring execution and closure; * Manage the entire lifecycle of all service requests—from initial submission through delivery of the requested service. This includes interacting with users upon resolution to confirm issue resolution; * Continuously improve support processes; * Generate technical reports and assessments; * Keep the inventory of IT resources up to date. **What We Offer:** * Meal Allowance: BRL 35.00/day * Transportation Allowance; * Life Insurance; * SESC Membership; * Well-being Programs and GoGood Gym Partnerships; Minimum Education Level: High School (Secondary Education)