Bilingual Junior Support Analyst
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Job Description
Analista de suporte bilíngue N1 atendendo e solucionando chamados de usuários remotamente na Stefanini. Suporte a infraestrutura, hardware, software e incidentes com escalonamento crítico.
Responsibilities:
- Handle and log all requests from users registered in the ticket management system
- Categorize and prioritize tickets according to the rules defined by the client
- Inform users when a request falls outside the contracted scope
- Resolve tickets by phone and/or through remote control
- Address questions related to infrastructure and its use
- Resolve incidents involving unauthorized access, viruses, and software reinstallation
- Log and route tickets related to hardware, software, infrastructure issues, service requests, on-site support, and data recovery
- Resolve tickets eligible for FCR (First Call Resolution)
- Create Critical Incident tickets for escalation
Requirements:
- Knowledge of IT support
- Strong written and verbal communication skills
- Advanced conversational English
Benefits:
- Meal voucher or food allowance
- Discounts on courses, universities, and language institutions
- Stefanini Academy — a platform offering free, up-to-date online courses with certificates
- Mentoring
- Benefits club for consultations and medical tests
- Medical insurance
- Dental insurance
- Benefits and discounts at leading establishments
- Travel club
- Pet care partnership
- Remote work
- 6-on, 1-off schedule
- Working hours: 7:00 a.m. to 2:40 p.m.
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