Provide technical end-user support via lRespond to end-user problems based on standard procedures. Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately. Log remotely into client's computer and help them solve software issues; Document issues on a daily basis into the ticketing system, and follow up on existing tickets; Troubleshoot hardware, software and network related issues; Escalate problems to the next level of support when necessary; Be a team player that shows Adaptability Flexibility and perseverance in managing a good working relationship with clients and colleagues; Show willingness to help people in having continuity in their computer-based activity; Be able to communicate problems/issues to customers in a non-technical manner Fully bilingual PORTUGUESE - ENGLISHHigh school diploma or equivalent required Knowledge of Microsoft Office / O365 is a must Some knowledge of iOS / Mac / iPhone, iPad troubleshooting is a must Mobile device registration and support knowledge is desirable Browser troubleshooting knowledge, specifically Chrome and Edge0-1 years retail llent customer service skills Solid foundation of Personal Computer experience Ability to work in a team environment Attendance and schedule adherence are requirements of this position as shifts rotate Availability to work Monday - Sunday shifts from 6am - 11pm, any shift assigned Excellent in oral and written English communication, as well as in Portuguese Familiarity and good working knowledge in PC hardware and software diagnosis and troubleshooting. Familiarity with ticketing system, a strong advantage (service now, zen desk, remedy force, os ticket, etc.). Able to take several calls a day and multitasking with email Excellent typing skills Root-Cause analysis of incident trends.