Description: Education: Completed high school plus proven technical experience in the IT field, or a professional technical course in IT, or ongoing undergraduate studies in IT. Courses: Professional training course in computer, printer, and network assembly and maintenance; ITIL Foundation v3 or higher certification, minimum duration of 24 hours; ISO/IEC 20000 Foundation certification, minimum duration of 16 hours. Knowledge: Basic knowledge of microcomputer maintenance (hardware and software) and operation; Basic knowledge of computer networks and TCP/IP; Basic knowledge of networking equipment (switches and wireless access points); Proficiency in remote access tools; Technical knowledge in the ICT field compatible with the activities to be performed. Professional Experience: Experience in microcomputer technical support (hardware, software, printers, antivirus); Experience in installation and configuration of application and office software; Experience in installation and configuration of Windows 7/8.1/10/11; Experience supporting public administration systems using digital certificates and tokens; Experience supporting videoconferencing users (Polycom, Skype for Business, Google Meet, Microsoft Teams, or similar); Experience with ITSM tools (e.g., GLPI, OTRS, AGHUx, SEI). * Perform technical support services either on-site or remotely, as required by incidents logged in the ITSM tool. * Conduct diagnosis, identification, and resolution of incidents and service requests related to hardware, software, operating systems, antivirus, local networks, office tools, and institutional systems. * Install, configure, maintain, and repair computers, laptops, printers, scanners, webcams, and other peripherals. * Perform installation and configuration of application software, Microsoft Windows operating systems (7/8.1/10/11), corporate tools, and institutional applications. * Provide support for systems used in public administration, including access via digital certificates and tokens (e.g., SIAPE, SIAFI, SIGEPE, etc.), where applicable. * Support and monitor videoconferencing activities, including equipment testing, configuration, and user assistance. * Deliver on-site support with courtesy, proactivity, and technical competence, ensuring clear and appropriate communication with end users. * Carry out relocation, verification, and inventory of IT assets, ensuring accurate and up-to-date asset registry. * Engage vendors and technical support services when necessary, adhering to warranty periods and defined procedures. * Log, update, and close tickets in the ITSM tool, ensuring complete and accurate historical records. * Escalate issues to Level 3 support when they exceed the scope of the Intermediate Level, monitoring adherence to response time SLAs. * Contribute solutions and standardized procedures to the knowledge base for future reference. * Comply with Lanlink’s processes, policies, and obligations regarding Compliance, Information Security, and Governance. * Perform other related duties as assigned by management, provided they align with the technical scope of this position. 2512060202191907703