Técnico de suporte ao usuário de tecnologia da informação

About the role

We are looking for a Service Desk Agent who will be the first point of contact for users needing technical assistance. You will join the IT Operations team and help maintain productivity by diagnosing, resolving, or escalating IT issues.

Key responsibilities

• Provide user support via phone, email, chat, and ticketing systems.
• Troubleshoot hardware, software, network, printer, and account problems.
• Log, track, and own incidents and service requests using ServiceNow or Remedy.
• Escalate complex issues to Level 2/Level 3 teams following defined procedures.
• Document resolutions and contribute to knowledge‑base articles.
• Guide users on best practices and self‑service solutions.
• Maintain compliance with SLAs and customer‑service standards.

Required profile

• Proven experience in IT support or Service Desk environments.
• Strong troubleshooting skills for Windows, macOS, and common business applications.
• Ability to manage multiple tickets in a fast‑paced setting.
• Excellent verbal and written communication in Spanish and Portuguese; English is a plus.
• Customer‑focused mindset with a commitment to high‑quality support.

Required skills

• ServiceNow (or Remedy) ticketing tools.
• Windows and macOS operating systems.
• Microsoft Office suite.
• Remote support tools.
• Familiarity with ITIL service‑management concepts.