Description

You will handle front-line technical support and service request fulfillment.

Responsibilities

• Respond to and resolve user-reported issues via phone, email, or ticketing system.
• Perform initial diagnosis and troubleshooting for hardware, software, and network problems.
• Handle service requests, including password resets and account provisioning.
• Escalate unresolved issues to L2/L3 teams following defined protocols.
• Maintain accurate documentation in the ITSM tool and update users on ticket status.

Required Skills

• 1–2 years in IT Service Desk or technical support roles.
• Experience with Service Desk L1 functions.
• Basic understanding of Windows OS and MS Office Suite.
• Familiarity with ITSM tools such as ServiceNow or Remedy.
• Fluency in Portuguese and English (written and spoken).
• Exposure to L1.5 troubleshooting tasks.

Key Skills

Education

Any Gradute