IT ASSISTANT

Description

Job Summary: Kedu is seeking a proactive and communicative IT Assistant for Level 1 technical support, ensuring efficient operation of systems and equipment. Key Highlights: 1. Level 1 technical support 2. Incident lifecycle management and access provisioning 3. Preventive maintenance and technical onboarding Hello! We are **kedu**, an **academic growth platform**. If you are driven by the purpose of impacting lives through your work and achieving great accomplishments, **kedu** is the place for you! We are looking for a proactive, communicative, and organized **IT Assistant** to provide technical support to users at Level 1. This professional will be essential in ensuring the efficient and secure operation of the company's systems and equipment. **Main Responsibilities:** * **Level 1 Support:** Serve as the first point of contact for all incidents opened via GLPI or other official channels. * **Incident Lifecycle Management:** Perform triage, categorization, prioritization, and follow-up of tickets until final resolution. * **Access Provisioning:** Execute routines for account creation and password resets, strictly adhering to the Security Policy. * **Workspace Configuration:** Provide support for daily-use tools (e-mail, shared calendars, and Drive permissions). * **Preventive Maintenance:** Identify patterns of recurring issues and suggest improvements to reduce incident volume. * **Technical Onboarding:** Assist in preparing equipment and access for new Kedu employees. **Required Knowledge and Skills:** * ITIL: incident and request management, and Service Desk Level 1 and Level 2 operations. * Google Workspace for internal collaboration. * GLPI: incident opening, categorization, and closure. * Hardware, connectivity, VPN, and troubleshooting of network and Wi-Fi issues. * Basic information security concepts and LGPD compliance (accesses and passwords). * Clear and assertive communication with users. * Incident triage and prioritization (critical vs. routine). * Appropriate escalation to Level 2/Level 3 with complete information. * Documentation of solutions in the knowledge base. * Remote support for issue resolution. **Salary:** R$1.747,45 **Working Hours:** Mon–Thu (8:00–18:00) – Fri (8:00–17:00), Rua Medianeira, 81 – Aldeota, Fortaleza-CE