Mid-level Support Technician

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

📋 Description

• Register and manage first- and second-level support tickets

• Provide assistance with operating systems, software installations, the Microsoft Office suite, networks, printers, and peripherals

• Conduct maintenance on desktop and laptop devices

• Map directory structures

• Set up POP/Exchange and IBM Lotus Notes email configurations

• Configure user profiles, install VPNs, manage Active Directory, and adjust IP settings

• Monitor, address, and update tickets in the queue to prevent backlogs that could jeopardize SLAs

• Work to reduce ticket backlog

• Create and revise knowledge base articles, procedures, support scripts, and troubleshooting documentation in the KCS portal

• Collaborate as a member of the Technical Support team, maintaining a proactive, dedicated attitude and fostering positive interpersonal relationships

⛳️ Requirements

• Knowledge of network troubleshooting

• Familiarity with PC hardware and desktop support

• Understanding of software and hardware

• Experience using Service Desk tools

• Proficiency with operating systems

• Knowledge of Microsoft Office applications

• Familiarity with smartphones and mobile devices

• Higher education in a Technology-related field is advantageous but not mandatory

• Availability to work from 09:00 to 18:00

🏝️ Benefits

• An environment that promotes learning and professional development

• Performance evaluations and feedback focused on continuous improvement

• Meal and/or food allowances

• Comprehensive medical and dental coverage

• Discounts available at partner pharmacies

• Childcare assistance in accordance with current policy

• Collaboration with SESC for cultural and leisure programs

• Partnerships for language studies, technology courses, and online learning platforms

• Payroll-deductible loans with favorable rates

• Financial education programs

• Corporate University and tailored learning paths

• Employee referral program with potential rewards and bonuses

• Group life insurance