We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions specialists and passionate about innovation! * **To infinity and beyond** \- We are *\#borderless*. Our team is spread across Brazil and the world. * **Our culture** \- Even though we’re remote, we’re united. We hold ceremonies to stay closer, share knowledge, and keep up with our company’s latest news! * **We are diverse** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment—valuing and promoting plurality. Therefore, **everyone has a place here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us on this journey? **Responsibilities and duties** **What we’re looking for:** An organized and proactive individual. **Your day-to-day responsibilities will include:** * Providing local Level 2 support and assistance for assigned tickets (incidents and service requests) in your queue and/or proactively assuming tickets belonging to your resolution group; * Providing remote and/or on-site support for off-the-shelf software, common standard applications, systems, and all IT equipment; * Performing on-site support for mobile telephony requests or other mobile assets; * Using standardized text templates for any ticket status changes; * Investigating, diagnosing, and testing solutions before contacting the requester; * QUALITY may redirect on-site tickets to Level 2 analysts if they fall under incorrectly assigned resolution groups or if other site-based groups can handle them remotely to relieve overloaded teams; * Closing incident and service request tickets only after resolution and final user approval; * Providing Level 2 support for internal and external meetings and/or events, as needed; * Installing and configuring Windows 10 or newer OS images on all requested equipment; * Creating and updating Level 1 and Level 2 technical procedures, work instructions, and support materials related to software, standard common-use applications, equipment, and processes; * Possessing the ability to read and interpret flowcharts created in Visio, Bizagi, or similar applications; * Following operational procedures to ensure timely updates of equipment information in Active Directory (AD), including assignment to appropriate Organizational Units (OUs) corresponding to your assigned sites; * Performing the daily checklist across all locations, which includes: * Conducting print and scan tests on all printers; * Checking and replenishing printer paper at scheduled times; * Conducting videoconference tests with all connected physical and virtual meeting rooms; * Verifying functionality of time clocks and access turnstiles; * Validating whether corporate dashboards and indicators are correctly displayed on TVs at each site and location; * Possessing in-depth technical and operational knowledge of videoconferencing and audioconferencing platforms and equipment, including Poly, Netglobe, and Jabra devices; * Possessing in-depth technical and operational knowledge of videoconferencing applications—MS TEAMS, Google MEET, and ZOOM—and their cloud connectors for integration with Poly videoconferencing equipment, such as Teams Real Connect and Zoom CRC – Cloud Room Connector; * Possessing in-depth technical and operational knowledge of audiovisual equipment—including mixers, AV receivers, amplifiers, TVs, matrices, and media converters—used in auditoriums and medium- and large-sized meeting rooms for events, training sessions, and meetings. **Requirements and qualifications** **Technical Profile:** * Only one ticket must be opened per item identified during the daily checklist; * Items found in the daily checklist must receive priority local attention, as they impact groups of people who may have scheduled appointments with internal agents or external partners; * The daily checklist activity is treated as a routine daily effort—not as a ticket—when no incidents are identified; * Performing all technical and operational activities related to mobile and data lines from all carriers: new line requests; line activation; line blocking/unblocking; line cancellation; incident handling; and service requests; * Opening, handling, managing, and reporting tickets raised with third-party outsourcing and facilities providers (e.g., printers, time clocks, vending machines, CODINs, cabling, access turnstiles, CCTV, etc.); * Operational and technical knowledge of Windows 10 or newer operating systems to provide support and resolve incidents; * Office 365 knowledge to deliver technical user support; * Knowledge of and experience operating A3, A4, plotter, and thermal ID badge printers; * Managing inventory of printer supplies and consumables; * Operating computers in the Organizational Units (OUs) designated for workstations at each location; * Managing network folder permissions; * Providing Office 365 support on workstations (Outlook, Word, Excel, PowerPoint, OneDrive, OneNote); * Knowledge of and support for Teams, Meet, and Zoom; * Installing and updating standard common-use software and applications; * Smartphones running Android and iOS, tablets, mobile internet modems, mobile internet box modems, and Femtocell devices; * Knowledge of computer assembly and maintenance; * Supporting and handling installed videoconferencing equipment in meeting rooms (Poly); * Providing operational support for audio and video equipment—including mixers, microphones, and speakers—in videoconferencing rooms and auditoriums; * Installing peripherals and accessories for user workstations at each location; **Working Hours:** * **Shift schedule:** 12x36, from 07:00 to 19:00. * **Work model:** On-site * **Work location:** Rodovia RS 466, km 0, s/n \- Caracol, Canela \- RS * **Must reside in Canela or Gramado, RS** **NOTE:** Hey! If you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully evaluate your profile considering all your qualifications. **Additional information** **What you’ll find here:** * An environment conducive to **learning** and **professional growth** * **Performance evaluations** and **feedback**, aimed at continuous development of our people * **Meal and/or food allowance**, for grocery shopping and meals * **Medical and dental assistance**, ensuring you and your family’s health is well taken care of * **Pharmacy partnerships**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym partnership**, encouraging regular exercise * **SESC partnership**, providing varied cultural and leisure programming * **Partnerships for studies**, covering language learning, technology, and online course platforms * **Payroll-deductible loans**, with attractive interest rates \+ financial education program * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and more * **Employee referral program**, with opportunities for rewards and bonuses * **Group life insurance** Here, stories are never in short supply! So, how about grabbing your cup of coffee, tea, juice, or favorite beverage—and learning more about us, falling in love with what we do, exploring our open positions, and becoming part of this ever-growing team?