Unimed

Support Technician – Reserved for People with Disabilities

Unimed

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

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Tech Stack

DNSITSMMacOSSQL

About the role

  • 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

  • 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
  • Position also open to candidates with disabilities (People with Disabilities - PwD).
Applicant Tracking System Keywords

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

Hard Skills & Tools
ITSMtechnical supportclient/servernetworkingDNSIPVPNSQLMicrosoft 365information security
Soft Skills
problem identificationcommunicationorganizationteam collaborationdocumentation
Certifications
high school diploma