Job Summary: IT technical support professional responsible for assisting users, logging, prioritizing, and resolving issues, as well as monitoring tickets and keeping customers informed. Key Highlights: 1. Technical IT support and problem resolution for users. 2. Reception, registration, and prioritization of IT tickets. 3. End-to-end incident tracking and adherence to deadlines. Provide user support and resolve technical IT issues in accordance with the contract. **Responsibilities and Duties** * Receive, log, prioritize, and locate all IT-related tickets; * Monitor and track the status of all logged tickets; * Escalate and forward unresolved incidents—originally handled at the first level of the Service Desk—to responsible departments for second-level support, or to third-level Infrastructure Support teams; * Keep customers informed about the progress of their requests; * Provide initial support limited to executing scripts and meeting first-level response time requirements for approved basic software applications, such as BRoffice, antivirus software, and management software, as designated by the Information Technology Secretariat; * Provide initial support for judicial automation applications—including script execution and compliance with first-level response time requirements—as specified by the Systems Department’s Incident Team; * Track all assigned incidents end-to-end—even when escalated to other support levels or outsourced to third-party contractors—with the Service Center retaining responsibility for monitoring and enforcing deadline compliance until incident closure, including documentation of the root cause and resolution method; * Monitor second- and third-level support activities and formally close incidents upon customer confirmation; * Network support (including LAN and WAN), printing, email, Active Directory (user accounts and passwords), Microsoft Office suite, LibreOffice, BrOffice, remote support for administrative systems and judicial automation applications, user guidance on these systems, user and group management services, control and authorization of user access to systems, and guidance on requesting IT resources; * Remote support and configuration of institutional smartphones, multimedia projectors, smartcard readers, tokens, webcams, barcode scanners, digital certificates, mice, keyboards, monitors, microphones, speakers, and other IT equipment acquired or used in the activities of the Judiciary; Conduct service quality and user satisfaction surveys according to parameters established by the Information Technology Secretariat. **Requirements and Qualifications** **Education:** Completed High School. **Courses/Certifications:** Certificate of attendance for a course of at least 12 hours covering one of the following topics: a) ITIL Foundation V3 or higher; certification in ITIL Foundation V3 or higher may be submitted; b) COBIT 4.1 or higher; certification in COBIT 4.1 or higher may be submitted; c) ISO 20000; certification may be submitted. **Professional Experience:** Proven experience in user support within the scope of Information Technology, specifically in HelpDesk or Service Desk environments, or in technical IT support roles. Great to have you visit us virtually! Shall we get to know each other better? For over 35 years, Grupo Lanlink has been building transformative experiences—not only for companies but also for people’s lives—across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our workspaces are built by our employees—who wear the shirt proudly—and who collectively create a joyful, collaborative workplace every day. We believe trust is the foundation of our relationships—with our people and our clients—and that it is nurtured through practices such as: hiring and welcoming, inspiring, speaking, listening, thanking, developing, caring, celebrating, and sharing. We are many, we are diverse, \#weareLanlink. Now it’s your turn! Let us get to know you too? Join Lanlink today. **HEY, ALL OUR POSITIONS ARE PREFERRED FOR PWD CANDIDATES!**
João Silva
Indeed · HR
João Silva
Indeed · HR
