Técnico Suporte TI
Core
Provides second-tier IT support for end users, resolving complex hardware, software, and network issues that the Service Desk cannot handle.
Role type
Mid-level IT Support Technician
Builds
Restores service and resolves incidents for PC, server, and mainframe applications and hardware
Domain
IT Operations / Help Desk
Deliverable
client delivery
Required skills
Troubleshooting, Incident management, Remote connectivity tools, Documentation, Process improvement, Escalation management, End-user training
Preferred skills
ITIL Fundamentals, Bi-lingual capabilities
Technologies
Windows, Office Products, Desktop/Laptop configuration, Remote Connectivity Application, Call tracking system
Responsibilities
Answer incoming IT calls and evaluate priorities; Identify, research, isolate, and resolve IT incidents and service requests; Simulate or recreate user problems to resolve operating difficulties; Escalate complex issues to senior level; Provide end-user training as required; Develop and maintain processes, procedures, and documentation.
Seniority
Mid-level, hands-on IC