Junior Support Technician

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

📋 Description

• Provide assistance to users through chat and the Service Portal.

• Record, interact with, and resolve incidents and requests remotely in real time.

• Utilize RPA/Chatbots for initial triage or less complex services.

• Attain a first-contact resolution rate exceeding 65% at Level 1.

• Conduct advanced troubleshooting of software and systems.

• Reinstall software, applications, and drivers as needed.

• Apply scripts and execute remote operating system repairs.

• Access workstations remotely.

• Diagnose and resolve network incidents, slow performance issues, VPN complications, and LAN/WLAN/WAN connectivity challenges from a distance.

• Oversee the ticket lifecycle within ServiceNow.

• Document tickets, outline solutions, and escalate cases to Level 2/Field Service after exhausting all logical troubleshooting methods.

• Create daily KPI reports, weekly volume and SLA reports, and a monthly governance book.

• Track FCR, MTTR, resolution time, reopen rate, and CSAT.

⛳️ Requirements

• Highly technical and solution-focused profile.

• Proven experience in advanced troubleshooting.

• Familiarity with reinstalling software, applications, and drivers.

• Understanding of script execution.

• Knowledge of remote operating system repairs.

• Experience with accessing workstations remotely.

• Proficiency in diagnosing and resolving network incidents from a distance.

• Knowledge of VPN and LAN/WLAN/WAN connectivity issues.

• Familiarity with ServiceNow/ITSM tools.

• Ability to document solutions thoroughly and provide justifications for escalations to Level 2/Field Service.

• Availability to work via chat and portal, without inbound telephone support.

🏝️ Benefits

• Fully remote operations conducted through digital channels.

• Opportunity for 100% remote work, contingent on the contract model.

• Commitment to inclusion and diversity as a core company value.

• Remote support available via chat and the Service Portal.