Junior Support Analyst

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

📋 Description

• Manage and record user requests via the ticket management system.

• Categorize and prioritize tickets based on established guidelines and protocols.

• Deliver technical support via phone and remote access, addressing inquiries related to infrastructure and technology resource utilization.

• Address issues concerning access, malware, software reinstallation, and other incidents eligible for remote assistance.

• Aim to resolve tickets during the initial contact whenever feasible (FCR – First Call Resolution).

• Document and direct incidents involving hardware, software, infrastructure, data recovery, and requests that necessitate on-site assistance.

• Detect and document critical incidents, escalating them to the appropriate teams as needed.

• Guide users on requests that are outside the scope of the contracted support services.

⛳️ Requirements

• Excellent communication and user support abilities.

• Fundamental understanding of computers, hardware, software, and IT infrastructure.

• Capability to identify issues, document information, and direct requests properly.

• Strong organizational skills, initiative, and a problem-solving approach.

• Capacity to work collaboratively in a team and adhere to support procedures.

• Availability to work Monday to Friday, from 8:00 a.m. to 5:00 p.m., with remote work options.

• This role is also open to candidates with disabilities.

🏝️ Benefits

• Meal allowance or food voucher

• Discounts on courses, universities, and language institutions

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

• Mentoring

• Benefits club offering discounts on consultations and medical exams

• Medical insurance

• Dental insurance

• Benefits and discounts at leading establishments

• Travel club

• Pet care benefits

• Remote work