Job Opportunity: Local Technical SupportWe are looking for a proactive Local Technical Support professional to join our Service Delivery team in Rio de Janeiro. This is a full-time, temporary role reporting to the Technology Manager.Role OverviewAs the primary point of contact for end-users and VIPs, you will manage incidents and service requests, ensuring high levels of satisfaction through technical excellence and effective communication.Main Activities & ResponsibilitiesUser Support: Act as the single point of contact for all IT incidents and requests, including attending the IT Welcome Desk and supporting VIP users.Ticket Management: Log, prioritize, and resolve assigned tickets within agreed SLAs, keeping users informed of progress.Technical Maintenance: Install, configure, and troubleshoot end-user devices (laptops, tablets, mobile devices, printers) and network equipment.System Administration: Perform user account management (creation and deletion) and manage access permissions across various platforms.Operations: Maintain hardware and software inventories, manage IT assets, and provide support according to shift schedules.Knowledge Sharing: Conduct IT inductions for new joiners and create technical guidelines and procedures.Technical Skills & QualificationsEducation: ITIL certification is preferred.OS Knowledge: Hands-on experience with Windows 10/11 and macOS.Infrastructure: Proficiency in Active Directory, Microsoft Office 365, ServiceNow, Intune, Autopilot, SCCM, and JAMF.Mobile & AV: Knowledge of Android and iOS platforms and familiarity with video conferencing equipment.Experience: Minimum of 3 years of experience in IT support roles, specifically supporting senior management and VIPs.Languages: Must be fluent in English and Portuguese.CompetenciesExcellent customer service skills (empathy, diplomacy, and active listening).Strong sense of ownership and accountability, with the ability to prioritize tasks effectively.Quick learner with high technical aptitude.