Junior Developer
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Job Description
Desenvolvedor Júnior atuando na triagem, suporte e sustentação de aplicações para clientes da Quality Digital. Registro de chamados, controle de SLA e comunicação com equipes técnicas.
Responsibilities:
- Serve as the first point of contact for and triage requests related to the client’s systems and applications ecosystem
- Receive, analyze, and qualify incidents, requests, and other inquiries
- Understand user needs by asking diagnostic questions before escalating or forwarding requests
- Log tickets clearly, objectively, and comprehensively, including context, impact, evidence, and expected versus observed behavior
- Classify and categorize tickets by type, system/application, impact, urgency, and priority
- Conduct a preliminary assessment of the business impact of incidents and identify critical situations
- Route tickets to the appropriate professional, squad, vendor, or partner
- Track tickets throughout their lifecycle and keep users informed
- Support the monitoring of response and resolution SLAs
- Assist with communications regarding high-impact incidents
- Collaborate with developers, QAs, Product Owners, vendors, and other teams
- Identify recurring tickets, problem patterns, and opportunities for improvement
- Contribute to the creation and maintenance of the knowledge base, FAQs, procedures, and scripts
- Support basic operational metrics, such as ticket volume, backlog, SLA performance, recurrence, categories, and contact reasons
- Develop functional knowledge of the client’s application ecosystem
Requirements:
- Experience in Service Desk, Help Desk, Level 1 (N1) support, or systems support is preferred
- Experience supporting users or customers in a technology environment
- Experience in application support and maintenance operations/AMS
- Experience with ticket triage and tracking
- Experience using ITSM tools
- Functional application support experience
- Experience with e-commerce, retail, or digital environments is desirable but not required
- Experience interacting with different technical teams and vendors
- Experience monitoring SLAs and support queues
- Currently pursuing or completed a degree in Information Technology, Information Systems, Systems Analysis and Development, Software Engineering, or a related field
- Candidates from other educational backgrounds may also be considered if they have solid IT support or customer service experience and a strong ability to learn
- Basic knowledge of ITSM processes
- Understanding of Incident, Request, Problem, and Change Management
- Basic knowledge of SLAs, priority, impact, urgency, escalation, and backlog management
- Experience with or familiarity with ServiceNow, Halo, or an equivalent platform is a plus
- Knowledge of Jira, Zendesk, Freshservice, GLPI, or similar tools
- Microsoft 365 proficiency
- Ability to produce structured documentation, procedures, and records
- Basic knowledge of APIs, integrations, web applications, e-commerce, databases, and log reading is a plus
- ITIL 4 Foundation certification or an introductory ITIL/ITSM course is desirable
- Excellent verbal and written communication skills
- Ability to listen and investigate before escalating or forwarding requests
- Logical reasoning and analytical skills
- Curiosity and willingness to learn about different systems and processes
- Organization and discipline in tracking requests
- Sense of urgency and ability to prioritize
- Attention to detail
- Strong interpersonal skills
- Collaborative attitude
- Proactivity and sense of responsibility
- Ability to work in an environment with multiple applications, vendors, and teams
- Ability to remain composed during high-severity incidents without compromising communication quality
Benefits:
- An environment conducive to learning and professional growth
- Performance reviews and feedback focused on continuous development
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy partnerships offering discounts on medications
- Childcare assistance in accordance with the applicable policy
- Partnership with SESC for cultural and leisure activities
- Partnerships for language and technology studies, as well as access to a course platform
- Payroll-deducted loans at attractive interest rates
- Financial education program
- Corporate University and learning paths
- Referral program with opportunities for prizes and bonuses
- Group life insurance
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