Job Summary: Technical support professional responsible for identifying and resolving software and hardware issues, managing user access, and ensuring excellence in customer service. Key Highlights: 1. Focus on happiness and ethics in workplace relationships 2. Continuous pursuit of new technologies and excellence 3. Culture of feedback, development, and training **About IT UNIVERSE** We are a reputable IT company with over 15 years of history. As an IT solutions integrator offering a broad portfolio of products and services, we serve enterprises of all sizes and operate across Brazil, the United States, and Mexico. **What Guides Us?** * Happiness — Promoting happiness within our company is our daily mission. Happy people live longer, are more optimistic, and perform better at work. Happiness drives results. * Viewing our customers, partners, and employees as the primary drivers of project success and company growth. * Ethical relationships bring prestige and recognition—the greatest assets any company can possess. * We consistently deliver the best possible customer service experience. * Pursuing new technologies is an everyday effort. Keeping pace with market evolution is key to delivering exceptional service. **Responsibilities and Duties** * Participates in routine documentation and monitors the performance of installed technical resources; * Records events (technical tickets or service requests); * Clarifies technical, operational, or administrative questions; * Identifies and resolves technical support requests for software and hardware; * Identifies and forwards requests related to installation, updates, relocation, corrections, and configuration of software and hardware; * Monitors events regarding response and resolution timeframes; * Escalates to responsible parties—including third parties—when agreed service-level agreements (SLAs) are not met; * Provides timely status updates and estimated completion times for user requests; * Handles second-level access management requests; * Maintains folders on file servers; * Creates user accounts; * Manages user access; * Manages permissions in Windows environments; * Manages permissions in systems; * If tickets cannot be resolved by the Service Desk team, they must escalate and forward them to the next level of support; * Documents solutions implemented by specialized teams in the knowledge base for future reference; * Performs troubleshooting on infrastructure equipment such as firewalls and access points. **Requirements and Qualifications** * Technical support experience; * Fluent English—both written and spoken; * Proficiency in Microsoft Office suite; * Completed or currently pursuing a bachelor’s degree; * Knowledge of firewalls and access points is desirable; * Minimum of 3 years’ experience in IT support roles; * Strong communication skills. **Additional Information** Health Insurance; Dental Insurance (Optional); Gympass/Wellhub (health and wellness platform providing access to gyms and/or online workouts); Meal Voucher and Transportation Voucher—benefit card accepted at thousands of establishments; Pharmacy Benefit Program; Monthly 1:1 Feedback Sessions between managers and team members to foster transparency and high performance—we discuss development and give/receive feedback to sustain long-term relationships; PDI — Individual Development Plan: jointly built by manager and employee to support professional growth; Training programs (individual and team-based); Leadership Development Program (LDP): encouraging the development of future leaders. A relaxed work environment, colleagues who may become your friends, unlimited coffee, numerous benefits, inspiring leaders, and diverse training opportunities to advance your professional career. And more! In addition to working at our headquarters, you’ll also have opportunities to work at our clients’ premises. ;)