Junior Service Desk Analyst

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

📋 Description

• Manage and prioritize tickets using ITSM.

• Ensure adherence to the first-response Service Level Agreement (SLA).

• Provide customer support via phone, ITSM, and email.

• Oversee the monitoring of customers’ AWS environments.

• Record events and incidents within the ticketing system.

• Forward incidents to specialized teams as necessary.

• Reach out to on-call staff when required.

• Create, log, track, and resolve tickets through ITSM.

• Conduct first-level troubleshooting by adhering to documented FAQ procedures.

• Work a 12x36 shift pattern, from 3:00 p.m. to midnight and from 11:30 p.m. to 7:30 a.m.

⛳️ Requirements

• Fundamental understanding of AWS.

• Basic knowledge of operating systems, including Windows and Linux.

• Degree in Information Technology, either completed or in progress.

• AWS Certified Cloud Practitioner certification is advantageous.

🏝️ Benefits

• Meal allowance

• Home office allowance (for remote positions)

• Life insurance (Prudential)

• Childcare assistance (in accordance with Brazilian labor law)

• Support for parents of children with special needs

• Birthday gift voucher

• Education allowance

• Culture allowance

• Day off on your birthday

• TotalPass

• Annual bonus

• Health insurance (SulAmérica)

• Dental insurance

• Employee referral bonus program

• Reimbursement for certifications in the AWS career track

• Partnerships with educational institutions