N1 Technical Support Analyst – Mining

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

📋 Description

• Provide Level 1 technical support to guarantee the ongoing functionality and high availability of Fast2Mine solutions at client locations.

• Act as the main operational contact for inquiries, incidents, and requests.

• Gain a comprehensive understanding of the production environment along with the daily activities of operators on the plant floor and in Control Rooms (CCO/COI).

• Manage and prioritize Level 1 support tickets, adhere to SLA deadlines, and escalate issues to higher support tiers when required.

• Diagnose and resolve operational incidents within systems, linking software performance to daily mining operations.

• Analyze data and discrepancies using Excel, extract records, identify failure trends, and produce inputs for technical solutions or client reports.

• Compose technical communications and documentation, maintain support histories, and update the knowledge base and manuals.

• Follow up on critical unresolved issues with urgency and keep clients updated on support status until resolution.

⛳️ Requirements

• Completed technical education in Mining, Automation, Information Technology, Electrical Engineering Technology, or related disciplines.

• Prior experience or background in the mining sector, particularly in field operations, monitoring, or Control Rooms (CCO/COI).

• Intermediate level of proficiency in Microsoft Excel, including analytical formulas, data cross-referencing, and pivot tables.

• Familiarity with technology, systems logic, and corporate ticketing/ITSM tools.

• Exceptional writing, summarization, and structured logical reasoning skills.

• Willingness to work weekend shifts as scheduled, from 9:00 a.m. to 10:00 p.m. on either Saturday or Sunday.

• Knowledge of mining or experience within the mining industry.

• Proficiency in SQL.

• English language proficiency explicitly stated in the job application profile.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Flexible working hours.

• Profit-sharing bonus (PLR).

• Life insurance.

• Food allowance.

• Meal vouchers.

• Career development plans.

• Days off.

• Referral program.

• TotalPass.

• Remote work opportunities.

• CLT employment contract.