Specialized Field and Remote Support Coordinator

Lanlink Informática Ltda.

. Coordinate the delivery of second-level technical support services, both remotely and on-site .

Posted 10/14/2026full-timeNatal • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coordinating technical support services, ensuring compliance with ITIL standards, and optimizing operational performance through effective resource allocation and knowledge management.

Highest-signal resume keywords

ITIL 4 Foundation CertificationTechnical Support CoordinationOperational Performance MonitoringKnowledge Base ManagementIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ResolutionResource AllocationOperational ReportingService Level Compliance

Soft Skills

Team LeadershipCommunicationProblem-SolvingTraining and Development

Certifications & Qualifications

ITIL 4 FoundationHDI SCTL CertificationCOBIT 2019 Foundation

Industry Keywords

Second-Level SupportService CatalogSupport ProceduresPerformance IndicatorsStandardization

About the role

Key responsibilities & impact

Coordinate the delivery of second-level technical support services, both remotely and on-site
Assign, prioritize, and track requests handled by specialized technical support teams
Continuously monitor support queues and compliance with service levels
Size and allocate resources according to site demand and technicians’ profiles
Monitor and control critical, emergency, and high-priority incidents
Provide technical support to second-level professionals in resolving complex incidents and requests
Ensure compliance with procedures, policies, and standards
Promote standardization of support services and technical procedures
Consolidate operational reports, dashboards, and performance indicators
Assess trends, bottlenecks, and opportunities for improvement
Ensure the Knowledge Base remains up to date and meets quality standards
Identify procedures that can be transferred to Tier 1 support, a chatbot, or self-service
Organize and disseminate knowledge across specialized support teams
Identify training and development needs
Monitor the team’s operational performance
Provide technical input to support decision-making
Handle tickets from the queue and activities listed in the area’s IT Service Catalog
Attend meetings as requested and perform other related duties

Requirements

What you’ll need

Bachelor’s degree in Information Technology or a related field from a higher education institution recognized by the Brazilian Ministry of Education; or a bachelor’s degree in any field accompanied by a certificate of completion of a postgraduate specialization or master’s degree in IT, with at least 360 classroom hours
ITIL 4 Foundation certification
Official HDI SCTL – Support Center Team Lead course
COBIT 2019 Foundation course (minimum of 20 hours)

Benefits

Comp & perks

Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability)
Hapvida Odonto or Bradesco Dental insurance
Meal or food allowance
Company-paid life insurance (100% employer-funded)
Transportation allowance
Pharmacy benefit
Partner university benefits
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Internal learning platform