Bilingual Support Technician

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Actively oversee essential systems and applications.

• Detect failures and evaluate alerts.

• Manage incidents by determining severity, prioritizing concerns, and executing technical escalation.

• Monitor critical incidents and engage in crisis management discussions (War Rooms).

• Conduct initial diagnostics.

• Collaborate with technical teams and oversee incident resolution.

• Perform effectively under pressure, demonstrating urgency, strong organizational abilities, proactivity, and outstanding communication skills.

⛳️ Requirements

• Required language: English or Spanish (proficiency in at least one of these languages).

• Educational background in Information Technology or a related discipline.

• Experience in IT support and operations.

• Willingness to work shifts and be available on weekends and holidays.

• Proven experience in proactively monitoring critical systems and applications.

• Familiarity with incident management, severity classification, prioritization, and technical escalation.

• Experience in tracking critical incidents and participating in crisis management discussions (War Rooms).

• Knowledge of ITSM tools, preferably ServiceNow.

• Ability to carry out initial diagnostics, engage technical teams, and oversee incident resolution.

• Technical and ITIL certifications are a plus.

• Familiarity with monitoring tools is advantageous.

• Understanding of operational metrics (SLAs, MTTA, and MTTR) is beneficial.

🏝️ Benefits

• 100% remote work, depending on the contract model.

• This position is also open to applicants with disabilities.

• Diversity and inclusion are fundamental commitments of the company.