Level 1 Support Technician

Description

**Work Schedule: 6 hours daily / 30 hours weekly, Monday to Friday.** Work Modality: On-site, with IT support provided via telephone, email, chat, and ticketing system. **Academic Qualifications** \- Technical or incomplete higher education degree in Information Technology or related fields. **Desired Qualifications** \- HDI CSR certification. \- Knowledge of ITIL v4 Foundation. **Minimum Required Experience** \- 02 (two) years of proven experience in: \- User support at an IT Service Desk; \- Registration, classification, and categorization of technical support tickets; \- Supporting the use of IT resources, especially in Microsoft Windows environments, web browsing, and productivity tools. **Required Technical Knowledge** \- Operating systems: Windows 10 and 11; \- Configuration of devices such as computers and printers; \- Web browsers: Chrome, Firefox, and Edge; \- Token configuration; \- Basic networking and connectivity concepts; \- Corporate applications used at TRT (Assyst, Zoom, Google Meet, OnlyOffice, etc.); \- Ticket registration and documentation according to ITIL v4; \- Best practices for public service and empathetic communication. **Main Responsibilities** \- Provide first-level support to internal and external users; \- Register, categorize, prioritize, and correctly route tickets in the Assyst system; \- Deliver basic remote support; \- Identify and perform incident and request triage; \- Follow Service Desk operational workflows; \- Use and keep the knowledge base updated; \- Participate in monthly training and knowledge transfer activities (ATCM). **Desired Behavioral Skills** \- Clear and concise communication; \- Empathy in user support; \- Ability to work under pressure; \- Proactivity and sense of responsibility; \- Organization and commitment to results. Compensation: R$2\.688,79 per month Benefits: * Medical assistance * Dental assistance * Life insurance * Meal allowance * Transportation allowance Work Location: On-site