Support (Portuguese, English and French Speaker)
Core
First-line IT support specialist serving as the primary point of contact for incidents and service requests in an international environment.
Role type
Senior IC IT Support Engineer (Service Desk)
Builds
IT support services for end users
Domain
IT Service Management / Multilingual Support
Deliverable
client delivery
Required skills
Multilingual communication (Portuguese, English, French), ticketing system proficiency, remote desktop support, ITSM process knowledge, user account management, incident triage and escalation
Preferred skills
ITIL Foundation certification, Genesys experience, Jira Service Management experience, Confluence experience
Technologies
Jira, ServiceNow, Remedy, Microsoft 365, Windows, Genesys, Jira Service Management, Confluence
Responsibilities
Receive and handle support requests via phone, ticketing system, and chat; Log, categorize, prioritize, and track incidents and service requests; Perform initial diagnosis and resolution of common IT issues; Escalate complex incidents to the appropriate support teams; Follow up on open tickets and keep users informed of progress; Maintain accurate documentation of troubleshooting activities and resolutions; Contribute to knowledge base updates and process improvements
Seniority
Junior to Mid-level, hands-on IC