Junior Support Analyst

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

📋 Description

• Register, classify, and prioritize requests within the ticket management system following established agreements and procedures.

• Address and resolve tickets via phone and/or remote access, aiming for first-contact resolution (FCR — First Call Resolution).

• Provide assistance regarding the usage of the IT infrastructure.

• Manage incidents of unauthorized access, perform virus removal, and facilitate software reinstallation.

• Recognize tickets that need on-site support, hardware troubleshooting, service requests, or data recovery, and route them accordingly.

• Identify and create critical incident tickets for swift escalation to higher support levels.

• Advise users when a request extends beyond the contracted scope.

⛳️ Requirements

• Prior experience in technical support (Help Desk / N1 Service Desk).

• Currently enrolled in or have completed a degree in IT or a related discipline.

• Fundamental understanding of IT infrastructure.

• Familiarity with operating systems (Windows/Microsoft Office).

• Knowledge of remote access tools.

• Excellent verbal and written communication abilities.

• Well-organized and comfortable working with support metrics.

🏝️ Benefits

• Meal or food allowance.

• Discounts on courses, universities, and language institutions.

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

• Mentoring.

• Benefits club offering discounts on consultations and medical tests.

• Health insurance.

• Dental insurance.

• Benefits and discounts club at premier establishments.

• Travel club.

• Pet care partnership.