Senior Support Technician

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

📋 Description

• Receive incident reports through email, Microsoft Teams, WhatsApp, telephone, and ITSM.

• Record tickets, assess severity, and verify impact.

• Initiate the escalation process.

• Open the War Room and gather participants and teams.

• Confirm the technical moderator from Profarma.

• Oversee the agenda, maintain decision records, track open items, and manage communications.

• Provide regular announcements and status updates during the incident.

• Prepare and distribute the Major Incident Post-Incident Report.

• Formally create Problem tickets and ensure accurate classification, assignment, deadlines, and workflow governance.

• Monitor and report on performance KPIs, including MTTA, escalation time, communication time, update SLA compliance, and the percentage of Post-Incident Reports submitted on time.

• Assume technical moderation during the crisis and designate the responsible moderator.

• Conduct technical investigations, diagnoses, containment, service restoration, and validation.

• Establish technical priorities and remediation strategies.

• Ensure that necessary specialists and vendors are available.

⛳️ Requirements

• 100% remote work opportunity.

• 12x36 shift schedule.

• Two positions available from 7:00 a.m. to 7:00 p.m.

• Two positions available from 11:00 a.m. to 11:00 p.m.

🏝️ Benefits

• A supportive environment fostering learning and professional growth.

• Performance reviews and feedback aimed at ongoing development.

• Meal and/or food allowance.

• Medical and dental insurance.

• Pharmacy partnerships that provide discounts on medications.

• Childcare assistance in line with applicable policies.

• Partnership with SESC, offering a range of cultural and leisure activities.

• Collaborations for language and technology studies, including access to a course platform.

• Payroll-deducted loans at favorable interest rates.

• Financial education programs.

• Corporate University and structured learning paths.

• Referral Program with chances to earn prizes and bonuses.

• Group life insurance coverage.