IT Assistant – CSTI Support

Jobtailor; Blumenau; Presencial; BRL 67 000 - 112 000; Tempo integral

Resumo da oferta

Jobtailor in Blumenau, Brazil seeks a hands-on IT Help Desk Specialist to respond to user requests via phone, IVR, chatbot, remote access and in person. You will log tickets, diagnose incidents, install and maintain workstations and provide basic network support.

The role emphasizes ITIL and KCS practices, customer empathy, and a focus on user experience, with experience in Windows, Microsoft 365, AD, SCCM, Azure and Intune valued.

Qualificações

• Experience installing, configuring and maintaining hardware and software in a corporate environment.
• Hands-on experience with Windows 10 and 11.
• Knowledge of the Microsoft 365 ecosystem (Outlook, Teams, OneDrive and Office applications).
• Knowledge of web browsers and basic network connectivity diagnostics.
• Experience in Windows domain environments and Active Directory.

Responsabilidades

• Respond to user requests via phone (IVR), chatbot, remote access and in-person support.
• Log and handle tickets according to defined technical procedures.
• Provide technical support for end-user computing, hardware, software, operating systems, corporate applications and basic network resources.
• Install, configure and maintain workstations, laptops and peripherals.
• Diagnose and resolve incidents and requests of low complexity.
• Perform initial technical validations before escalation.
• Validate access in Windows domain environments, connectivity, policy application and basic system events.
• Record support activities, analyses and solutions in the ITSM tool.
• Escalate tickets to higher levels with qualified technical information.
• Work with a focus on service quality, empathy, appropriate communication and user experience.
• Apply ITIL and KCS best practices and XLA principles

Conhecimentos

Windows 10/11 support

Microsoft 365 knowledge

ITIL/KCS/XLA concepts

Networking basics

Customer empathy

Strong communication

Ferramentas

SCCM

Azure

Microsoft Intune

Active Directory

ITSM Tool

GPO

DNS

Descrição da oferta de emprego

• Respond to user requests via phone (IVR), chatbot, remote access and in-person support
• Log and handle tickets according to defined technical procedures
• Provide technical support for end-user computing, hardware, software, operating systems, corporate applications and basic network resources
• Install, configure and maintain workstations, laptops and peripherals
• Diagnose and resolve incidents and requests of low complexity
• Perform initial technical validations before escalation
• Validate access in Windows domain environments, connectivity, policy application and basic system events
• Record support activities, analyses and solutions in the ITSM tool
• Escalate tickets to higher levels with qualified technical information
• Work with a focus on service quality, empathy, appropriate communication and user experience
• Apply ITIL and KCS best practices and XLA principles

Requirements

• Experience installing, configuring and maintaining hardware and software in a corporate environment
• Hands‑on experience with Windows 10 and 11
• Knowledge of the Microsoft 365 ecosystem (Outlook, Teams, OneDrive and Office applications)
• Knowledge of web browsers
• Networking knowledge: IP, DNS, gateway, command prompt commands and connectivity diagnostics
• Knowledge of information security and best practices
• Experience in Windows domain environments
• Knowledge of machine provisioning, authentication validation, Active Directory, GPO application and basic Windows log analysis
• Knowledge of SCCM, Azure and Microsoft Intune
• Experience with ITSM tools
• Knowledge and application of ITIL and KCS best practices and XLA principles
• User‑experience focus

Core Competencies

Demonstrates expertise in providing technical support for end-user computing, including hardware and software installation, configuration, and maintenance. Proficient in applying ITIL and KCS best practices while ensuring a focus on user experience and service quality.

Highest-signal resume keywords

• Windows 10 And 11 Support
• Microsoft 365 Knowledge
• ITIL Best Practices
• ITSM Tool Experience
• Networking Knowledge

ATS Optimization Keywords

Hard Skills

• Technical Support
• Hardware Installation
• Software Configuration
• Windows Domain Environments
• Active Directory
• SCCM
• Azure
• Microsoft Intune
• Basic Windows Log Analysis
• Connectivity Diagnostics

Soft Skills

• Empathy
• Communication
• User Experience Focus

Industry Keywords

• ITIL
• KCS
• XLA
• Information Security
• Machine Provisioning

Tools & Technologies

• ITSM Tool
• IVR
• Chatbot
• Remote Access