Junior Developer

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

📋 Description

• Act as the primary point of contact to manage requests concerning the client’s systems and applications ecosystem.

• Receive, assess, and validate incidents, requests, and other inquiries.

• Comprehend user requirements by posing diagnostic questions before escalating or redirecting requests.

• Accurately log tickets in a clear, objective, and thorough manner, including context, impact, evidence, and expected versus actual behavior.

• Classify and categorize tickets based on type, system/application, impact, urgency, and priority.

• Perform a preliminary evaluation of the business impact of incidents and pinpoint critical situations.

• Direct tickets to the relevant professional, team, vendor, or partner.

• Monitor tickets throughout their lifecycle and keep users updated.

• Assist in overseeing response and resolution SLAs.

• Help facilitate communications concerning high-impact incidents.

• Work collaboratively with developers, QAs, Product Owners, vendors, and other teams.

• Identify recurring tickets, problem trends, and areas for enhancement.

• Contribute to the development and upkeep of the knowledge base, FAQs, procedures, and scripts.

• Support fundamental operational metrics, such as ticket volume, backlog, SLA performance, recurrence, categories, and reasons for contact.

• Gain functional knowledge of the client’s application ecosystem.

⛳️ Requirements

• Preferred experience in Service Desk, Help Desk, Level 1 (N1) support, or systems support.

• Experience in assisting users or customers within a technology environment.

• Background in application support and maintenance operations/AMS.

• Familiarity with ticket triage and tracking processes.

• Proficient in utilizing ITSM tools.

• Experience in functional application support.

• Desirable but not mandatory experience in e-commerce, retail, or digital environments.

• Experience communicating with various technical teams and vendors.

• Familiarity with monitoring SLAs and support queues.

• Currently enrolled in or a graduate of a degree program in Information Technology, Information Systems, Systems Analysis and Development, Software Engineering, or a related field.

• Candidates with different educational backgrounds may be considered if they possess solid IT support or customer service experience and a strong aptitude for learning.

• Basic understanding of ITSM processes.

• Knowledge of Incident, Request, Problem, and Change Management.

• Basic comprehension of SLAs, priority, impact, urgency, escalation, and backlog management.

• Familiarity with ServiceNow, Halo, or a similar platform is advantageous.

• Knowledge of Jira, Zendesk, Freshservice, GLPI, or comparable tools.

• Proficiency in Microsoft 365.

• Ability to produce organized documentation, procedures, and records.

• Basic understanding of APIs, integrations, web applications, e-commerce, databases, and log analysis is a plus.

• ITIL 4 Foundation certification or completion of an introductory ITIL/ITSM course is preferred.

• Excellent verbal and written communication abilities.

• Aptitude for listening and investigating prior to escalating or forwarding requests.

• Strong logical reasoning and analytical skills.

• Curiosity and eagerness to learn about various systems and processes.

• Organizational skills and discipline in tracking requests.

• Sense of urgency and capability to prioritize effectively.

• Meticulous attention to detail.

• Strong interpersonal abilities.

• Collaborative mindset.

• Proactive attitude and sense of responsibility.

• Ability to operate in an environment with multiple applications, vendors, and teams.

• Capacity to remain calm during high-severity incidents while maintaining communication quality.

🏝️ Benefits

• A supportive environment that fosters learning and professional development.

• Performance evaluations and feedback aimed at continuous growth.

• Meal and/or food allowances.

• Medical and dental coverage.

• Pharmacy partnerships providing discounts on medications.

• Childcare support in line with applicable policies.

• Collaboration with SESC for cultural and recreational activities.

• Partnerships for language and technology training, along with access to a course platform.

• Payroll-deducted loans at favorable interest rates.

• Financial literacy programs.

• Corporate University and tailored learning pathways.

• Referral program with chances for rewards and bonuses.

• Group life insurance.