Level 2 Technical Support Analyst (Onsite)

Description

**Employment Type** * 1 x Full-Time Engineer (Monday to Friday – 8 hours per day) * 1 x BackFill Engineer (Monday to Friday – 8 hours per day) **Contract Duration** * 1-year contract * Possibility of extension **Start Date** * Go Live: July 1, 2026 * Knowledge Transfer (KT): 2 weeks starting from mid-June 2026 (exact date to be confirmed) **Languages** * Fluent Portuguese required * English for professional communication **About the Position** We are seeking Level 2 Technical Support professionals for onsite work in a corporate environment. Professionals will be responsible for end-user support, hardware and software troubleshooting, Office 365 support, connectivity issues, and IT equipment support, ensuring excellence in service delivery and SLA compliance. **Key Responsibilities** * Respond courteously to end-user technical support requests via phone and service tickets * Document all relevant end-user identification information, including name, department, contact details, and nature of the issue or inquiry * Build relationships with technical support customers and gather detailed problem information * Prioritize and schedule issues; escalate issues (when necessary) to the technician with appropriate expertise * Log, track, and document the entire resolution process for each technical support request—including all decisions made (successful or not) and actions taken—until final resolution **Required Knowledge & Skills** * Professional experience: More than 24 months * Ability to advise and present information to one or more client employees * Monitor and control daily service call activity, utilization, inventory levels, and service levels * Excellent customer service * Advanced proficiency in Customer Service Aptitude * Troubleshoot technical issues related to hardware, software, and connectivity * Resolve customer issues while maintaining agreed-upon service levels for contact and resolution with the customer * Participate in configuration and support of internal systems * Ability to work effectively with the Logistics team * Adherence to established schedules * Clear and concise documentation of all customer interactions in the appropriate CRM tool * Teamwork capability * Stay updated with industry innovations as they occur * Support installation and implementation of connectivity products and high-tech systems * Continuous improvement of service delivery **Solid knowledge in:** * Advanced computer hardware knowledge * Advanced knowledge of common software applications * Advanced knowledge of Microsoft operating systems * Advanced knowledge of printer hardware * Advanced knowledge of network, wireless, and VPN configuration and troubleshooting on end-user devices * Advanced knowledge of ticketing software * Microsoft Office and Office 365 applications * PC/Laptop hardware * PC/Laptop peripherals, including printers * Mobile devices **Knowledge in:** * Active Directory * Exchange * macOS * Network and server hardware and components **IT qualifications may include:** * A+ Certification; Basic OEM certifications, including any of the following depending on role: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server+ * OEM PC/Laptop Maintenance Certification * CompTIA A+ Certification * Microsoft Certified IT Professional (MCITP) certification in desktop area * Microsoft Office Specialist (MOS) certification **BackFill Model** Mandatory coverage in cases of: * Vacation * Medical leave * Any absence of the onsite professional **Operational Information** * Estimated volume: approximately 100 tickets per month Compensation: R$5.500,00 – R$6.500,00 per month Work Location: Onsite