Help Desk Consultant 24x7

Description

### **Who is Logithink!** Logithink, a company specializing in consulting for TOTVS ERPs and AMS, has an excellent opportunity for **Help Desk Consultants (Protheus \- TOTVS)**! In this role, you will provide IT environment support for clients, delivering remote technical assistance on a 24x7 basis, performing diagnosis, handling, and resolution of infrastructure, network, equipment, and system incidents — ensuring service availability and compliance with service level agreements (SLAs). It is essential that you possess knowledge of the TOTVS Protheus ERP to support infrastructure and framework-related requirements. **Join us!** **Responsibilities and Duties** ### **What You Will Do** **Incident Handling (L1/L2\)** * Receive, log, classify, and handle technical tickets. * Provide remote support to end users. * Diagnose infrastructure incidents. * Resolve issues within L1 and L2\ scope. * Escalate incidents to specialists (L3\) when necessary. * Document all actions performed during support. * Ensure compliance with established SLAs. **Infrastructure Support** ---------------------------- * Basic administration of Windows servers. * Active Directory support. * User and permission management. * Network share support. * Basic DNS administration. * Basic DHCP administration. * Configuration of simple Group Policy Objects (GPOs). * Windows service support. * Monitoring of critical services. **Networking** --------- * Connectivity issue diagnosis. * Basic switch configuration. * Basic router configuration. * VPN support. * Internet outage diagnosis. * VLAN configuration support. * Network communication testing using network tools. * Network availability monitoring. **Workstations** ------------------------ * Windows installation and configuration. * Computer configuration. * Corporate software installation. * System updates. * Antivirus configuration. * Remote user support. * Performance issue diagnosis. **Printers** --------------- * Installation of local and network printers. * Print queue configuration. * Printer sharing. * Printing failure diagnosis. * Driver configuration. * Support for thermal printers and label printers where applicable. **Monitoring** ----------------- * Server monitoring. * Internet link monitoring. * Critical service monitoring. * Identification of outages. * Proactive incident creation. * Tracking of monitoring alerts. **Ticket Administration** ----------------------------- * Accurately log support interactions. * Update ticket status. * Maintain technical documentation of support activities. * Comply with SLAs. * Produce technical reports upon request. **Requirements and Qualifications** ### **Mandatory Technical Requirements** * Operating Systems knowledge (Windows Server \- Windows 10/11 \- Linux (basic)) * Networking knowledge (TCP/IP \- DNS \- DHCP \- VPN \- VLAN \- Firewall (basic) \- NAT \- Basic routing) * Virtualization knowledge (Hyper\-V \- VMware) * Tool knowledge (AnyDesk \- TeamViewer \- Remote Desktop (RDP) \- PowerShell (basic) \- Command Prompt \- Microsoft Teams \- Office 365\) ### **Preferred Qualifications:** * Inventory and Cost Management * Billing * PCP (Production Planning and Control) * WMS * Experience in 24x7\ operations. * Experience in environment monitoring. * ITIL knowledge. * GLPI, Movidesk, or similar tool knowledge. * Cloud environment experience (Microsoft Azure, AWS, and TCloud). The objective is not to act as a functional consultant, but rather to understand business processes to facilitate incident diagnosis and proper escalation to specialists. **Additional Information** ### **Why You’ll Love Working With Us** Here, we value **autonomy, collaboration, and continuous learning**. You’ll join a team that **encourages knowledge sharing**, **constant innovation**, and the use of best practices in ADVPL development. ### **What We Offer:** **Work Model:** 100% Remote **Employment Type:** PJ or Cooperative (to be agreed) **Working Hours:** Full-time, permanent position **Join the Logithink Team and Transform Your Career** ### **Let’s Transform the Future Together!** ### **\#TechJob \#FullStack \#NodeJS \#React \#NextJS \#JavaScript \#TypeScript \#Tailwind \#Docker \#TechOpportunity** Logithink goes beyond technology to rethink the intelligence of your business. As business experts with deep Protheus and other TOTVS ERP expertise, we deliver more than just a system: we build the path for your company to achieve maximum efficiency, security, and performance. Empower your management with our consulting services and solutions from our Software Factory and fiscal automation offerings — freeing your team to focus on what truly matters: your business. **Our Numbers:** 11,000 implemented projects 130 employees 430 satisfied customers 2,000 companies served Over 23 years of experience