IT Support Role
As an IT support professional, you will be responsible for providing assistance to users across various channels. This role involves resolving low- to medium-complexity issues and ensuring accurate information capture.
1. Provide multi-channel support, capturing and resolving low- to medium-complexity contacts.
2. Record all interactions with users and register the contact in a ticketing system.
3. Assist users with reported errors related to workstation computer equipment.
4. Direct each contact (ticket) to the corresponding resolution team.
5. Advise users on processes not related to workstation issues.
Mandatory Skills:
* Advanced communication skills in English
* Strong written and verbal communication skills in Portuguese/English
* Familiarity with IT service management platforms (e.g., ServiceNow, Jira)
* Experience with remote support tools
* Prior experience in a similar role
* Basic understanding of IT infrastructure (Windows OS, Active Directory, networking fundamentals, hardware troubleshooting)
Desirable Skills:
* Conflict resolution techniques
* Knowledge of ITIL principles
* Experience working in multinational environments or supporting global teams
* Familiarity with IT service desk key performance indicators
* Exposure to quality assurance practices
This role offers opportunities for growth and development in a dynamic environment. If you are a motivated individual looking for a challenging role, please consider this opportunity.