**Main Responsibilities**
**Technical Support**:
- Diagnose and resolve hardware, software, and network issues, ensuring timely and effective solutions.
- Provide step-by-step guidance and troubleshooting instructions to empower end users to resolve common technical problems independently.
**Incident and Request Management**:
- Log and track IT incidents and service requests in a help desk ticketing system, maintaining accurate and detailed documentation.
- Prioritize and escalate tickets based on urgency and impact, following defined service level agreements (SLAs).
- Follow up with end users to ensure timely resolution and provide status updates.
**Hardware and Software Support**:
- Assist in the installation, configuration, and maintenance of hardware components, including desktops, laptops, printers, and peripherals.
**User Account Management**:
- Create, modify, and deactivate user accounts and access permissions following established procedures and security policies.
**Documentation and Knowledge Base**:
- Maintain and update technical documentation, knowledge base articles, and standard operating procedures to enhance IT support efficiency.
- Contribute to the development and improvement of self-help resources for end users.
**User Training and Education**:
- Provide basic training to end users on using hardware, software, and IT systems effectively.
- Educate users on best practices for data security, password management, and IT policies.
**Asset Management**:
- Assist in maintaining an inventory of IT assets, including hardware, software licenses, and peripherals.
- Support asset procurement, tracking, and disposal processes.
**IT Process Improvement**:
- Identify opportunities for process improvement within the IT help desk function.
- Collaborate with team members and stakeholders to implement changes and streamline IT support operations.
**Specific Responsibilities**
- Support GPV e-commerce, MS-Office, Network, Wi-fi, Video room, Security: Level 1 and 2.
**Requirements**:
- Graduating/Graduated in information technology, computer science, or a related field is preferred.
- Strong knowledge of hardware, software, and network troubleshooting principles.
- Excellent problem-solving and analytical skills.
- Effective communication skills, both verbal and written.
- Customer service-oriented attitude.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- ** Advanced proficiency in English, covering reading, writing, and conversational skills, is essential.**:
- ** Be able to work in-person at Iracemápolis, SP.**
**Technical Competencies**
- Operating Systems, Help Desk Software and Ticketing Systems.
- Remote Support Tools, Active Directory, and User Account Management.
- Networking Fundamentals, Software Installation and Configuration.
- Hardware Installation and Maintenance, Data Backup and Recovery.
- IT Security Fundamentals, Customer Service and Communication.
- Documentation and Knowledge Base Management.
**Segmento**:IT**Modalide**:CLT**País**:Brasil**Região**:Americana Iracemápolis Limeira Piracicaba Rio Claro**Regime**:Presencial