Assistente de Suporte responsible for ensuring quality support on WPLEX solutions. The role involves training users and maintaining documentation to enhance customer experience.
About the role
- Intern supporting IT infrastructure at Faber-Castell in São Paulo. Responsibilities include incident support, monitoring, and user training.
Responsibilities
- Support the team in IT incident management across environments such as Servers, SAP ERP (infrastructure), Office 365, Citrix, Active Directory, Backup, and others.
- Serve as Level 1 (L1) support, performing initial handling, triage, and escalation of incidents according to established procedures.
- Assist with documentation, tracking, and monitoring of issues, contributing to root cause identification and incident resolution.
- Provide support to business areas for tickets related to problems or configurations in corporate applications, ensuring continuity and proper functioning of systems.
- Assist with hardware-related tickets to help ensure devices are fully operational.
- Contribute to provision of technical support aimed at high availability and performance of platforms, and help with user guidance and training when needed.
- Respond promptly and correctly to client requests, logging, tracking, and resolving tickets according to technical procedures via phone, e-mail, instant messaging tools, and remote access.
Requirements
- Currently enrolled in a bachelor’s degree from 2nd year onwards in Information Systems, Computer Science, or Computer Engineering.
- Available to intern for at least 1.5 years.
- Knowledge/familiarity with technical support.
- Interest in the Infrastructure area.
- Determined, with ease in providing in-person support.
- Organized and able to prioritize tasks.
- Differentials:
- Previous experience of 1 year (or more) in Infrastructure.
Benefits
- Health insurance.
- Life insurance.
- Meal allowance.
- Transportation voucher or free parking.
- Discount on Faber-Castell products.
- Mental health program.
- Corporate University – Sapiência 360°.
- Faber-Castell school supplies kit.
- Hybrid model: 3 days on-site and 2 remote.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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