IT Support Assistant

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide assistance to internal customers who contact the Service Desk or submit tickets regarding PC hardware, software, printer, or other IT-related concerns.

• Address requests in the IT Service Management (ITSM) tool promptly.

• Adhere to established processes for assistance and troubleshooting.

• Record investigation and troubleshooting information within the ITSM and Jira Service Desk.

• Elevate requests to higher-level support when required.

• Develop documentation articles in Confluence (Wiki) to aid the team in resolving similar issues.

• Abide by policies, procedures, and guidelines.

⛳️ Requirements

• We are looking to hire fresh graduates/students pursuing their master’s degrees who possess the motivation and enthusiasm to work and have the fundamental skills needed for this role.

• Relevant work experience and/or specialized training.

• High school diploma or equivalent qualification.

• Experience in diagnosing and repairing computers.

• Proficiency in providing support for PC software, printers, and multi-function devices.

• Exceptional technology skills with the adaptability to embrace new technologies and systems.

• Ability to communicate fluently in English.

• Strong communication and interpersonal skills, capable of building trust and integrity in relationships with customers.

• Self-driven, yet an outstanding team player, able to collaborate with individuals at all levels of the organization.

• Solid experience in problem analysis, resolution, impact verification, and troubleshooting.

• Capability to articulate technical issues to both technical and non-technical employees and customers.

• Proficient in diagnosing problems across various IT disciplines.

• Willingness to work on weekends and holidays.

• Associate's or Bachelor’s degree in a technology-related field.

• CompTIA A+, CompTIA Network+, and ITIL certifications.

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment.

• Access to professional development and training resources.

• Competitive salary and benefits package.