Junior Support Analyst

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

📋 Description

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

• Classify and prioritize tickets based on the guidelines and criteria set by the client.

• Assist users when requests exceed the contracted scope of services.

• Provide support and resolve tickets via phone and remote access.

• Address inquiries regarding IT infrastructure and the utilization of technology resources.

• Manage incidents involving unauthorized access, viruses, and software reinstalls.

• Log and direct tickets concerning hardware, software, infrastructure, service requests, on-site support, and data recovery.

• Resolve tickets eligible for First Call Resolution (FCR), aiming to address issues during the initial contact.

• Record and initiate tickets for critical incidents, escalating them to the appropriate teams.

⛳️ Requirements

• Incomplete or ongoing higher education in Computer Engineering, Computer Science, Systems Analysis, Information Systems, or related disciplines.

🏝️ Benefits

• Meal or food allowance.

• Discounts on courses, universities, and language institutions.

• Access to Stefanini Academy — a platform providing free, current online courses with certifications.

• Mentoring opportunities.

• Benefits club for consultations and medical tests.

• Health insurance coverage.

• Dental insurance coverage.

• Benefits and discounts at top establishments.

• Travel club membership.

• Partnership for pet insurance.