Junior Support Analyst – L1
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Job Description
Analista de Suporte Junior atuando remotamente para a Stefanini. Registra e atende solicitações de suporte técnico de usuários.
Responsibilities:
- Attend to and log all user requests through the ticket management system.
- Categorize and prioritize tickets according to the client-defined rules and SLAs.
- Inform the user when a request is outside the contracted scope.
- Provide support and resolve tickets via phone and/or remote access.
- Provide support and clarify questions related to infrastructure and system usage.
- Work on incident resolution such as:
- Unauthorized access issues
- Viruses and security
- Software reinstallation
- Log and forward tickets that involve:
- Hardware
- Software
- Infrastructure issues
- Service requests
- Requests that require on-site support
- Data recovery
- Resolve eligible tickets on first contact (**FCR – First Call Resolution**).
- Create and escalate incident tickets for critical issues as needed.
Requirements:
- Previous experience in technical support / Service Desk / Help Desk.
- Knowledge of ticket management tools (ITSM).
- Experience with remote support and end-user support.
- Basic knowledge of:
- Operating systems (primarily Windows)
- Networks and infrastructure
- Information security (viruses, access control, etc.)
- Ability to prioritize and organize tasks according to SLA.
- Good communication skills for user support.
- Differentials:
- Experience achieving first-level resolution (FCR) will be an advantage.
Benefits:
- Meal allowance or meal voucher.
- Discounts on courses, universities, and language schools.
- Stefanini Academy — a platform with free, up-to-date online courses and certificates.
- Mentoring.
- Benefits club for consultations and exams.
- Medical assistance (healthcare).
- Dental assistance (dental coverage).
- Discounts and perks at leading establishments.
- Travel club.
- Pet care benefits.
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