Senior Technical Support Analyst, Libras
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Job Description
Analista de Suporte Técnico Sênior na Stefanini, prestando suporte técnico remoto. Atendendo e registrando solicitações de usuários e solucionando incidentes relacionados a sistemas.
Responsibilities:
- Receive and log all user requests through the ticket management system.
- Categorize and prioritize tickets according to the client's 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.
- Offer 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 route tickets related to:
- Hardware
- Software
- Infrastructure issues
- Service requests
- Requests requiring 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 assistance.
- Basic knowledge of:
- Operating systems (primarily Windows)
- Networks and infrastructure
- Information security (viruses, access control, etc.)
- Ability to organize and prioritize tasks according to SLA.
- Good communication and user service skills.
- Certification in Libras (Brazilian Sign Language).
Benefits:
- Meal allowance or meal voucher;
- Discounts on courses, universities, and language institutions;
- Stefanini Academy — platform with free, up-to-date online courses and certificates;
- Mentoring;
- Benefits club for medical consultations and exams;
- Medical assistance;
- Dental assistance;
- Discount and benefits club at top establishments;
- Travel club;
- Pet care partnership.
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