**Education:** Must have completed at least 50% (fifty percent) of a higher education program in the ICT field or have completed a professional technical course in this area. **Proven experience:** \- 1 (one) year of experience in the ICT field performing technical support and/or help desk activities, or equivalent; and * 1 (one) year of experience using request and incident management tools. **Certifications and Training:** ITIL® Foundation certification or training with equivalent content and minimum duration of 24 hours (DESIRABLE); and * Microsoft MD\-100 certification or training with equivalent content and minimum duration of 40 hours (DESIRABLE). **Qualifications:** \- Proficiency in basic usage and configuration of Microsoft Windows, Microsoft Outlook, Microsoft Office, and web browsers; * Knowledge of Microsoft 365 products (Teams, Office 365, and others); * Knowledge of formatting/configuration and maintenance of assets; * Intermediate knowledge of desktop and notebook maintenance/configuration; * Basic knowledge of TCP/IP networks (WAN/LAN/VPNs); * Proficiency in both receptive and proactive customer service techniques; * Ability to communicate clearly and concisely, both in writing and verbally; * Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; * Dynamism to interact with end users; * Adaptability to established policies and regulations; and * Commitment to the organization’s mission and service guidelines. **User Support (Level 1):** \- Administer and maintain the set of software and hardware comprising the user device environment of the Contractor; * Handle incidents, problems, requests, and changes related to the Contractor’s user device environment; * Maintain records of service requests and user complaints; * Perform installation, configuration, and updating of software approved by the Contractor; * Perform installation, configuration, and updating of hardware approved by the Contractor; * Keep the environment up to date, following change management guidelines; and * Develop and maintain updated documentation for the entire environment. ### **Employment Type:** CLT ### **Required Knowledge and Skills:** Customer Service ### **Benefits:** Meal Voucher, Transportation Voucher ### **Department:** Government
João Silva
Indeed · HR
João Silva
Indeed · HR
