Junior Support Technician

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

📋 Description

• Log, track, and update tickets in the IT Service Management (ITSM) system, ensuring a comprehensive history, supporting documentation, and effective communication with clients.

• Provide initial handling of tickets, accurately classifying requests, determining impact, priority, involved vendors, and identifying the need for escalation.

• Analyze incidents and requests pertaining to the operational workflows of the ecosystem, including all vendors.

• Monitor queues, orders, sales, payments, cancellations, integrations, and operational alerts, recognizing deviations or anomalous behaviors.

• Engage with vendors or relevant teams as needed, ensuring continuous follow-up until resolution or the provision of next technical guidance.

• Monitor critical and recurring tickets to prevent backlog accumulation and assist in meeting project Service Level Agreements (SLAs).

• Document analyses, evidence, procedures, and implemented solutions to enhance the knowledge base using the Knowledge-Centered Service (KCS) model.

• Support operations with a proactive approach, communicating risks, incidents, and opportunities for improvement to minimize customer impact.

⛳️ Requirements

• Completed high school diploma.

• Familiarity with troubleshooting networks, PC hardware and software, service desk tools, operating systems, and Microsoft Office.

• Currently enrolled in a degree program in Technology/IT.

🏝️ Benefits

• Meal and/or grocery allowance for food purchases and meals 🍴

• Medical and dental coverage for you and your family 💙

• Pharmacy partnerships providing discounts on medications 💊

• Childcare assistance in accordance with current policy 🍼

• Partnership with SESC offering a variety of cultural and leisure programs ✈

• Partnerships for language studies, technology training, and access to online course platforms 📚

• Payroll-deductible loans with attractive rates alongside a financial education program 💰

• Corporate University and learning paths offering a wide range of content on technology, soft skills, market trends, and more 👨‍💻

• Employee referral program with potential rewards and bonuses 🎁

• Group life insurance ⛑