Technical Support Analyst

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

📋 Description

• Log incidents, technical tickets, and service requests.

• Address technical, operational, and administrative inquiries.

• Identify and manage technical support requests for both software and hardware.

• Recognize and direct requests for the installation, updating, relocation, correction, and configuration of software and hardware.

• Monitor incidents to ensure adherence to response and resolution timelines.

• Escalate issues to the appropriate parties, including third parties, when service level agreements (SLAs) are violated.

• Provide updates on status and estimated completion times for user requests.

• Manage second-level access control requests.

• Maintain directories on file servers.

• Create user accounts.

• Oversee access and permissions in Windows environments and systems.

• Escalate unresolved tickets from the Service Desk team to the next support level.

• Document solutions provided by the specialized team in the knowledge base.

⛳️ Requirements

• Completed or currently pursuing a higher education degree in computer science or a related field.

• Native-level proficiency in Portuguese, with fluency in both spoken and written forms.

• A minimum of 3 years of experience in IT support.

• Excellent communication skills.

🏝️ Benefits

• Amil Health Insurance, featuring a 30% copayment and 100% coverage of dependents’ monthly premiums.

• Optional Amil Dental Insurance.

• Birthday Day Off.

• Wellhub (formerly Gympass), offering free access to health and wellness applications and the option to purchase plans for gyms and other services, including online workouts, nutrition counseling, and therapy.

• Meal voucher for each business day, provided via the Flash Benefícios card.

• Transportation allowance, tailored to commuting needs.

• Pharmacy discount program available at the Osasco location.

• Happy hours and team-building events throughout the year.

• Monthly feedback sessions and one-on-one meetings.

• Individual Development Plan (IDP).

• Training programs for individual and team professional development.

• Leadership Development Program (LDP).

• Partnerships with educational institutions, providing discounts on courses from FIA Online, Impacta, FAAP Online, PUCRS, Cruzeiro do Sul, Unesc Digital, and United Idiomas.

• Employee lounge equipped with coffee, bean bags, video games, foosball, and more.