IT Support Technician
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Job Description
Technical Support Specialist at LIV providing support for socio-emotional learning in Brazilian schools. Engaging with various stakeholders to enhance educational tools and systems.
Responsibilities:
- Receive, log, and track **technical requests (tickets)** from users and schools;
- Analyze and **categorize incidents**, identifying the source of the problem (user, integration, platform, infrastructure, etc.);
- Conduct **initial investigations**, such as:
- Verifying user access;
- Checking integrations between systems;
- Validating data in databases (basic level);
- Identifying potential communication failures between platforms;
- Correctly route tickets to the **responsible teams** (product, integrations, internal team, infrastructure/infra);
- Monitor ticket status, ensuring:
- Clear feedback to the client/school;
- Updates on resolution, outstanding issues, and reopenings;
- Maintain clear and organized communication with users and internal teams;
- Contribute to the continuous improvement of support processes.
Requirements:
- Basic knowledge of:
- Databases;
- System architecture and integrations;
- Basic code reading and comprehension (programming not required);
- Familiarity with **ticket management** tools;
- Prior exposure to technology or support environments is desirable.
- Previous experience in technical support or technology customer service;
- Currently studying or having studied fields such as **Technology, Information Systems, Engineering, or similar**;
- Interest in growth toward **Development or Product** areas in the future.
Benefits:
- 🧑⚕️ Health and dental plan for you and your dependents;
- 💲 Tuition discounts for children enrolled in schools that are part of Grupo Salta (*check policy);
- 🍽️ Meal voucher or Food voucher (you choose how to split it);
- 🏃 *Gympass*, to help you stay on top of your health;
- 🎂 Day off during your birthday month so the date doesn’t go by without a celebration;
- 💜 One Friday off per month (or one day off per month), to be arranged with area management;
- 📚 Career plan: we want to see you grow and succeed with us!
- ✨ Partnerships with SESC, OnHappy, and many others!
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