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Tech Stack
Tools & technologiesDNSITSMMacOSSQL
About the role
Key responsibilities & impact- Attend and register low-complexity tickets through official channels (ITSM), ensuring required fields are correctly filled (category, system, description, impact, and attachments);
- Follow defined procedures and scripts to resolve simple incidents, such as access issues, passwords, email, printing, Teams, and peripherals;
- Collect basic information for problem analysis, such as screenshots, error messages, time of occurrence, and description of the impact;
- Support the update and creation of simple content in the knowledge base (FAQs and guides), under the guidance of more experienced analysts;
- Escalate tickets to higher support levels when necessary, following defined criteria;
- Provide basic on-site support to users, when applicable, assisting with problem identification and reproduction;
- Monitor your ticket queue, organizing requests by priority and flagging potential delay risks;
- Participate in team meetings, sharing questions, learnings, and day-to-day challenges;
- Assist in the execution of simple changes, following predefined instructions and checklists;
- Keep tickets updated, correctly recording the actions taken and clearly documenting the solution applied.
Requirements
What you’ll need- High school diploma.
- Basic IT knowledge for 1st-level support (client/server, networking, DNS, IP, VPN/proxy, and connectivity).
- Previous experience in technical support or Service Desk.
- Familiarity with supporting Windows and/or macOS environments, mobile devices, and peripherals.
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, and Office suite).
- Basic programming logic and SQL knowledge (simple queries for data validation).
- Good practices in information security and data privacy (LGPD and phishing prevention).
- Technical or higher education (in progress) in IT-related fields.
Benefits
Comp & perks- Position also open to candidates with disabilities (People with Disabilities - PwD).
ATS Keywords
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Hard Skills & Tools
ITSMtechnical supportclient/servernetworkingDNSIPVPNSQLMicrosoft 365information security
Soft Skills
problem identificationcommunicationorganizationteam collaborationdocumentation
Certifications
high school diploma