Level 1 Technical Support and Customer Service Technician

Description

Job Summary: A Level 1 technical support and customer service professional specializing in ICT, responsible for providing technical user support and resolving issues related to systems and equipment. Key Highlights: 1. Receptive and proactive customer service focused on user satisfaction 2. Development of technical and behavioral skills 3. Support for operating systems and office automation software Level 1 Technical Support and Customer Service Technician Education: Vocational high school diploma in Information Technology, or academic high school diploma complemented by ICT-related course(s) totaling at least 120 hours; or completed or currently enrolled undergraduate program in Computer Science, Network Management, Information Technology, Information Systems, Informatics, Systems Analysis, or related fields, duly recognized by the Ministry of Education. Desired Behavioral Skills: ✓ Listen attentively without assuming or interrupting; ✓ Use appropriate language; ✓ Possess the ability to communicate and express oneself correctly both orally and in writing, especially avoiding excessive spoken-language habits—for example, overuse of the gerund; ✓ Stress tolerance; ✓ Capacity for learning; ✓ Strong writing ability and technical skills to deliver clear, effective customer service; ✓ Demonstrate genuine interest in users' issues and willingness to resolve them; ✓ Mastery of receptive and proactive customer service techniques. General Technical Knowledge: a) Minimum six (6) months of verified experience operating microcomputers using office automation software (Windows, Linux, Microsoft 365, BR-Office, internet browsers, etc.). Certifications: At least one (1) of the following: a) ITIL *Foundation Certified* – v3 or higher; b) Official HDI training certification: *Customer Service Representative* ### **Employment Type:** CLT ### **Required Knowledge and Skills:** TechnologySupportICTUserSupportHelpDeskServiceDesk ### **Department:** Government