Role: Associate- Technical Support Location: Sao Paulo, Brazil Languages required: Portuguese+Spanish+English Salary: BRL R$ 2450/month Responsibilities: • Technical support by ticket to ensure closure according to ITIL incident management process. • Follow-up/update of tickets for each call to ensure timely closure. • Ownership of calls and tickets, directing for resolution and communication with the customer. • Carry out the incident management lifecycle process, starting with incident registration to call closure and customer satisfaction survey. • Troubleshooting application support issues • Troubleshooting printers • Troubleshooting VPN software and collaboration tools • Troubleshooting password reset tools and remote control tools • Troubleshooting MS Windows and Office, desktops, laptops, and networks Qualifications: Experience – Essential • Understanding of computer systems • Experience working in a 24/7 environment. Experience – Desired • 1-2 years of experience in a similar role. • Experience in Desktop support, application support • Exposure to ITSM ticketing tools (e.g. SN0 W) Skills and knowledge • Excellent verbal and written communication skills.