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Mid-Level Technical Support Specialist
Quality Digital. Register and manage first- and second-level support tickets .
About the role
Key responsibilities & impact- Register and manage first- and second-level support tickets
- Provide support for operating systems and software installation
- Provide support for Microsoft Office, networks, printers, and peripherals
- Perform maintenance on desktop computers and laptops
- Map directories
- Configure POP/Exchange email and Lotus Notes
- Configure user profiles, install VPN, and configure Active Directory and IP settings
- Monitor, handle, and update tickets in the queue
- Prevent queues that could jeopardize the SLA and reduce the ticket backlog
- Create and update the knowledge base, procedures, and support and resolution scripts in the KCS portal
- Work as part of the Technical Support team with a proactive and committed attitude, along with strong interpersonal skills
Requirements
What you’ll need- Knowledge of network, desktop IT, software, and hardware troubleshooting
- Knowledge of Service Desk tools
- Knowledge of operating systems
- Knowledge of Microsoft Office
- Knowledge of smartphones and mobile devices
- A higher-education degree in Technology is a plus but not required
- Availability to work from 8:00 a.m. to 5:00 p.m., Monday through Friday
- Hybrid work arrangement in Tarumã, Curitiba, Paraná, Brazil
Benefits
Comp & perks- An environment conducive to learning and professional growth
- Performance evaluations and feedback focused on continuous development
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy benefit with discounts on medications
- Childcare assistance in accordance with the applicable policy
- Gym membership benefit
- Partnership with SESC offering a variety of cultural and leisure activities
- Partnerships for language and technology courses, as well as access to a course platform
- Payroll-deducted loans at attractive rates
- Financial education program
- Corporate University and learning paths
- Referral program with the opportunity to earn prizes and bonuses
- Group life insurance