Junior N1 Support Analyst

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

📋 Description

• Manage and document user requests within the ticket management system.

• Classify and prioritize tickets according to the guidelines established by the client.

• Offer support via phone and/or remote access, aiming to resolve requests during the first contact whenever feasible.

• Respond to inquiries related to IT infrastructure and the utilization of resources available to users.

• Address incidents involving unauthorized access, viruses, software reinstallation, and various other support requests.

• Conduct initial troubleshooting and assist users through the resolution of their issues.

• Document and route tickets concerning hardware, software, infrastructure, services, data recovery, and requests that necessitate on-site support.

• Identify and resolve tickets that qualify for First Call Resolution (FCR).

• Create and document Critical Incident tickets, ensuring appropriate escalation to the relevant teams.

• Confirm that all interactions and solutions are thoroughly recorded in the ticketing system.

⛳️ Requirements

• Completed higher education degree.

• Experience or knowledge in IT technical support and user assistance.

• Familiarity with ITSM/ticketing tools.

• Basic understanding of hardware, software, and IT infrastructure.

• Knowledge of operating systems and software installation/reinstallation.

• Excellent verbal and written communication skills.

• Strong organizational skills for logging and monitoring tickets.

• Capability to identify priorities and effectively escalate requests.

• Availability to work 100% remotely.

🏝️ Benefits

• Meal or food allowance.

• Discounts on courses, universities, and language institutions.

• Stefanini Academy — a platform providing free, current online courses with certificates.

• Mentoring opportunities.

• Benefits club featuring discounts on consultations and medical exams.

• Health insurance coverage.

• Dental insurance coverage.

• Benefits and discounts club at premier establishments.

• Travel club membership.

• Pet partnership program.