Junior Support Analyst

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

📋 Description

• Deliver first-level technical support to all clients.

• Collaborate with second-level and additional support teams to troubleshoot issues.

• Oversee the status and progress of all open tickets.

• Ensure tickets are followed through to resolution, maintaining service delivery within the agreed SLA.

• Manage high-impact incidents by coordinating with relevant teams to prioritize support.

• Escalate tickets to coordination and other support tiers when they exceed the predefined SLA without prioritization.

• Keep clients updated on the status and progress of their tickets.

• Record and document tickets accurately.

• Review and establish support workflows.

• Identify and implement improvements.

• Prepare procedures and documentation for the knowledge base.

• Troubleshoot issues within the N1 support scope.

• Suggest remediation measures when applicable.

• Work within Netbr’s Support department, a company that specializes in identity management services and solution integration for critical IT environments.

⛳️ Requirements

• Fundamental understanding of computer systems, including operating systems, networks, and security.

• Basic familiarity with ITIL V3 or later.

• Basic knowledge of ticketing systems.

• Currently enrolled in an undergraduate or technology degree program in a technology-related field.

• Intermediate proficiency in English.

• Familiarity with SailPoint, Ping Identity, Linux, Unix, or Zendesk will be considered a plus.

• Basic Spanish language skills will be regarded as advantageous.

• Ability to function as part of a team.

• Strong time-management abilities.

• Capacity to understand and maintain a holistic perspective.

• Excellent listening skills.

• Position specifically available in Greater São Paulo.

• This role may necessitate on-site work.

🏝️ Benefits

• Annual bonus of up to three monthly salaries, evaluated based on performance.

• Incentives for certifications, language courses, and professional development courses.

• Various awards and recognition programs.

• Meal/Food Allowance.

• Transportation Allowance.

• Health and dental insurance.

• Life insurance.

• Parking provided.

• Work equipment supplied.

• Options for hybrid and remote work.

• Behavioral and technical growth through mentoring, on-the-job challenges, and training.

• Opportunities for professional and personal advancement.

• Inclusive workplace culture.

• Diverse career trajectory.

• Y-shaped career path, offering opportunities for leadership and management roles or specialization as a subject-matter expert.