IT Support Analyst, Junior

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

📋 Description

• Deliver remote technical assistance to users of a prominent national telecommunications client.

• Oversee and ensure system uptime and reliability.

• Address client inquiries via system, email, and telephone.

• Record and update incidents in ticketing systems.

• Monitor the client's environment by checking systems and equipment.

• Analyze and conduct preventive maintenance.

• Receive and execute service requests (SRs).

• Receive and evaluate incident tickets.

• Offer workarounds to reduce client disruption.

• Escalate issues to other teams when necessary.

• Document and revise knowledge bases.

⛳️ Requirements

• Fundamental knowledge of IT and Windows operating systems.

• Basic understanding of Linux/Unix environments.

• Proficiency in Microsoft Office and Microsoft 365.

• Basic knowledge of information security and Identity and Access Management (IAM).

• Familiarity with endpoint management tools like Microsoft Intune and SCCM.

• Basic understanding of ITIL methodology.

• Bachelor's degree in IT or a related discipline.

• Clear and effective communication skills.

• Team-oriented with a proactive approach and strong logical reasoning abilities.

• Strong sense of urgency, critical thinking skills, and the ability to prioritize tickets with aggressive SLA deadlines.

• Basic English proficiency (reading and writing).

• Prior experience in IT support is an advantage.

• Experience with ServiceNow is beneficial.

• Basic knowledge of SOX controls is a plus.

• Entry-level certifications in ITIL, IAM, operating systems, or Microsoft Intune/SCCM are advantageous.

🏝️ Benefits

• Work from anywhere: option to work remotely or from one of our offices.

• Birthday off.

• Flexible working hours.

• Food allowance.

• Meal vouchers.

• Transportation allowance.

• No dress code.

• Access to WellHub.

• Health insurance.

• Dental insurance.

• Partnerships with professionals and establishments.

• Assistance with postgraduate tuition.

• Scholarships for language courses.

• Training and development programs.

• Tutoring and mentoring initiatives.

• Home office allowance.

• Childcare assistance.

• Life insurance.

• Referral bonus.

• Profit-sharing.

• Breaktime: HR support.