Técnico de Suporte ao Usuário de TI

About the role

As a Service Desk Agent you will be the first point of contact for users needing technical assistance. You will work within the IT Operations team to ensure smooth delivery of IT services, quickly diagnosing, resolving, or escalating issues to keep users productive.

Key responsibilities

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

Required profile

• Significant experience in IT support or Service Desk environments.
• Strong troubleshooting skills across Windows, macOS, and common business applications.
• Ability to manage multiple incidents 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.
• Familiarity with ITIL or similar service‑management frameworks.
• Experience in high‑volume or enterprise support environments.
• Adaptability to evolving technologies and a desire for continuous learning.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office suite
• ServiceNow ticketing platform
• Remedy ticketing platform
• Remote support tools
• ITIL service‑management concepts