Junior Support Analyst

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

📋 Description

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

• Classify and prioritize tickets following the guidelines established by the client.

• Assist users when a request exceeds the boundaries of the contracted services.

• Provide support and address tickets via phone and/or through remote access.

• Respond to inquiries related to IT infrastructure and its utilization.

• Address incidents involving unauthorized access, viruses, and software reinstallation.

• Log and direct tickets pertaining to hardware, software, infrastructure, services, on-site support, and data recovery.

• Resolve tickets that qualify for FCR (First Call Resolution).

• Generate Critical Incident tickets for further escalation.

⛳️ Requirements

• Pursuing higher education in Information Technology or a related domain.

• Proven experience in technical support roles.

• Familiarity with hardware, software, and IT infrastructure.

• Experience in delivering user service and support.

• Understanding of ticket management systems.

• Excellent communication and problem-solving abilities.

• Proactive, organized, communicative, and solution-focused demeanor.

• Comfortable in providing user support.

🏝️ Benefits

• Meal or food allowance.

• Discounts on courses, universities, and language institutes.

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

• Mentoring opportunities.

• Benefits club offering discounts on consultations and medical examinations.

• Medical insurance.

• Dental insurance.

• Benefits and discounts at top establishments.

• Travel club access.

• Pet care benefits.