IT ASSISTANT

Description

Job Summary: We are seeking a proactive and communicative IT Assistant to provide Level 1 technical support, ensuring the efficient and secure operation of systems. Key Highlights: 1. Impact lives through work on an academic growth platform. 2. Serve as the first point of contact for technical support tickets. 3. Ensure efficient and secure operation of systems and equipment. 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 tickets opened via GLPI or other official channels. * **Ticket 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 ticket volume. * **Technical Onboarding:** Assist in preparing equipment and access for new Kedu employees. **Required Knowledge and Skills:** * ITIL: incident management, service requests, and Service Desk Level 1 and Level 2 operations. * Google Workspace for internal collaboration. * GLPI: ticket opening, categorization, and closure. * Hardware, connectivity, VPN, and troubleshooting of network and Wi-Fi issues. * Basic information security and LGPD knowledge (access control and passwords). * Clear and assertive communication with users. * Ticket 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 (08:00–18:00) – Fri (08:00–17:00), Rua Medianeira, 81 – Aldeota, Fortaleza-CE