Quality Digital

Level 1 Support Technician – Junior

Quality Digital

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

Tech Stack

ITSM

About the role

  • Provide telephone support to the company’s cooperative members, analyze and handle tickets via ITSM tools, and deliver technical support for the company’s systems.
  • Log and manage tickets, addressing both Level 1 and Level 2 requests.
  • Provide support for operating systems and software installation, Microsoft Office 365, printers and peripherals, as well as maintenance of desktops and laptops.
  • Perform directory mapping (network drives), reset/unlock logins, configure user profiles, install VPN, configure IP settings, and support the company’s systems.
  • Monitor, respond to, and update tickets in the queue to prevent backlogs that could compromise the project SLA, and minimize the number of outstanding tickets.
  • Create and update the knowledge base, procedures, support scripts, and problem-resolution documentation in the KCS portal.

Requirements

  • Must reside in Curitiba, PR (Paraná, Brazil).
  • General IT knowledge (software and hardware), experience with service desk tools, operating systems, and Microsoft Office suite.
  • Experience providing user support.
  • Knowledge of Microsoft Office 365 (Word, Excel, PowerPoint, Outlook).
  • Preferred: Higher education degree in a Technology-related field.
Benefits
  • Meal and/or grocery allowance for food and grocery purchases
  • Medical and dental assistance for you and your family
  • Pharmacy partnerships for discounts on medications
  • Childcare allowance according to company policy
  • Gym partnerships to encourage physical activity
  • Partnership with SESC for a variety of cultural and leisure programs
  • Partnerships to support language studies, technology training and online course platforms
  • Payroll-deductible loans with attractive rates plus a financial education program
  • Corporate University and learning paths with content on technology, soft skills, market trends and more
  • Employee referral program with potential rewards and bonuses
  • Group life insurance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITSM toolsLevel 1 supportLevel 2 supportoperating systemssoftware installationMicrosoft Office 365VPN configurationdirectory mappingticket managementproblem-resolution documentation
Soft Skills
user supportcommunicationanalytical skillsproblem-solvingtime management