Help Desk Technical Support Level 1.5 - São Paulo, Brasil - Vomaio

Descrição

We have partnered with a revolutionary iGaming company that is redefining the PAM landscape in North America. They are experiencing phenomenal growth in the U.S.

and Canadian markets, this is your chance to join their team at a pivotal moment and contribute to their mission of transforming the industry.

Job Overview This role bridges the gap between basic help desk support (Level 1) and more advanced technical troubleshooting (Level 2).

The Level 1.5 Support Technician will be responsible for providing first-line support for end-user technical issues, escalating complex issues to Level 2 support, and assisting with system administration tasks as needed.

The ideal candidate will have a strong understanding of IT concepts, excellent English communication skills, and the ability to thrive in a fast-paced environment.

Key Responsibilities Serve as the initial point of contact for end-user technical support requests via phone, email, chat, or ticketing system.

Diagnose and troubleshoot issues on the platform and customer-facing applications. Provide guidance and assistance to end-users on IT-related inquiries, including system configurations. Escalate unresolved issues to Level 2 support or other IT teams, ensuring timely resolution and effective communication with end-users. Document and track support tickets, resolutions, and troubleshooting steps in the IT service management system. Assist with user account management tasks, including account provisioning, permissions management, and access control. Collaborate with system administrators and network engineers to perform routine maintenance tasks, software updates, and system upgrades. Contribute to the development and maintenance of IT documentation, knowledge base articles, and standard operating procedures. Participate in IT projects and initiatives, such as system migrations, hardware deployments, and software rollouts. Stay informed about emerging technologies, industry trends, and best practices in IT support and service delivery. Requirements English at a fluent level is a must. Experience in payment processing, risk management, or fraud prevention, preferably in an iCasino, sportsbook, financial institution, or e-commerce environment. 1-2 years of experience in a help desk or technical support role, preferably in a corporate environment. Strong understanding of desktop operating systems (Windows, macOS), productivity software (Microsoft Office, Google Workspace), and basic networking concepts. Familiarity with IT service management tools (e.g., ServiceNow, Jira Service Management) and remote support tools (e.g., TeamViewer, Remote Desktop). Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Strong problem-solving abilities and attention to detail, with a customer-centric approach to support. Ability to work independently and collaboratively in a dynamic team environment.

Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified:
Modern Desktop Administrator Associate is a plus.

Working model Shifts:
Rotational –

Monthly Timings:
from 09:00 to17:00 & 13:00 to 21:00 - Eastern Daylight Time (EDT)