Support Technician

Description

Job Summary: We are seeking a Junior Field Support Technician to provide daily technical support, on-site assistance, and initial user support, ensuring proper equipment operation and business continuity. Key Highlights: 1. On-site and remote support, following SLA and procedures. 2. Installation, configuration, and basic maintenance of equipment and software. 3. Support for backup routines, antivirus, and standardization of procedures. We are looking for a **Junior Field Support Technician** to deliver day-to-day technical support, with emphasis on on-site assistance and initial user support, ensuring optimal equipment performance and uninterrupted operations. The professional will join a dedicated team actively engaged in local frontline support and also contribute to continuous improvement initiatives for company users regarding IT resources and services utilized. **Responsibilities and Duties** ### **Responsibilities and Duties** * Perform **on\-site** and remote (home\-office) support, adhering to SLA and internal procedures. * Provide user support for common IT issues: **Windows, applications, Office/M365 suite, hardware, network (Wi\-Fi/LAN)**, and access management. * Conduct **installation, configuration, and basic maintenance** of desktops, notebooks, monitors, peripherals, and corporate software. * Execute **equipment replacement**, asset relocation, inventory management, and organization of the IT stockroom (where applicable). * Log and track incidents in an ITSM tool, maintaining **history, evidence, and communication** with the user. * Support **local/backup**, antivirus (cyber\-sec), and update routines per team guidance. * Escalate incidents appropriately to Level 2/Level 3 teams when required, contributing initial diagnostics (triage). * Support standardization initiatives: creation/update of **checklists, knowledge base, controls, and procedures**. **Requirements and Qualifications** **TECHNICAL OR PROCESS COMPETENCIES:** Familiarity with Microsoft Active Directory (users, groups, computers, GPO, DHCP, DNS); Networking fundamentals (IP, PING, TRACERT, Gateway, Subnet Mask, VLAN, structured cabling); Experience using remote support tools; Knowledge of Microsoft Teams, Office 365, Azure AD (Entra), OneDrive; Proven experience maintaining hardware (desktops, notebooks); Proven experience installing software and applying updates; Operating system knowledge (Windows 10 PRO, Windows 11 PRO); Basic understanding of Windows Server and Linux; Field support / end-user support experience; Troubleshooting capability; Proficiency with Microsoft Office tools such as Excel, Word, PowerPoint; Familiarity with Microsoft Intune and Lansweeper (desirable) **Individual Competencies** **Interpersonal Skills** Provide service with **courtesy and empathy**, maintaining a respectful demeanor. **Clear communication** (good diction and conciseness), with ability to explain technical topics simply. **Emotional balance** and patience when dealing with diverse profiles and situations. **Active listening** and diplomacy to manage discussions and resolve conflicts. Persistence and focus on identifying the best solution for the user. **Teamwork** **Collaboration** and positive interaction with team members and partner departments. **Adaptability** to operate effectively amid change and unforeseen circumstances. Ability to deliver results despite **adversity**, contributing to shared goals. **Professional Demeanor** **Commitment** to deadlines, SLAs, and delivery quality. **Proactive and initiative-driven** profile with ownership mindset. Organization and attention to detail (being **discerning** and **disciplined**). Curiosity and **investigative attitude** for problem diagnosis and resolution. **Prioritization ability**, sense of urgency, and responsiveness. Strong performance under pressure, demonstrating **resilience** and solution focus. Flexibility to adjust routines and operate dynamically. **Critical thinking** to assess impact, risk, and optimal support path. Openness to continuous improvement and daily innovation. **Intelligence and Reasoning** **Focused attention** and organization to handle multiple incidents simultaneously. **Analytical ability** and discernment to identify root cause (where feasible at Level 1\). **Logical reasoning** and strong synthesis capability for incident logging and user guidance. **Quick learning aptitude** and creativity to explore safe alternatives and workarounds. **REQUIREMENTS** **Education:** Completed bachelor’s degree in IT-related fields **Language:** Technical English **Computer Skills:** Office Suite, Windows, Hardware **Experience:** Minimum 1 year **Additional Information** **EXPLORE OUR OPPORTUNITIES** **What CSU Digital Does** We are a team of over 4,000 professionals building innovative, technology-driven solutions for payment methods, customer experience, loyalty, and customer incentive programs. Since 1992, we have integrated and connected financial institutions, retailers, service providers, and consumers across Brazil. As pioneers, we continuously launch products and solutions that transform and simplify the daily lives of thousands of people. **Solutions Portfolio** **** **Building a Career Here** Pioneering spirit and innovation drive us to pursue creative and differentiated solutions. We value meritocracy and recognize talent, offering professional development and growth opportunities for our employees. Ethics is a foundational principle for us, enabling solid, long-lasting relationships with all stakeholders. We believe commitment to sustainable results and satisfaction of both customers and employees is the key to success. **Our Greatest Pride** Watching our employees grow and develop alongside CSU fills us with pride. Each success story, evolution, and triumph demonstrates how dedication from our professionals—combined with partnership with the company—can transform lives, businesses, and society.