Junior Support Analyst

• Handle and log user requests in the ticket management system
• Categorize and prioritize tickets according to the rules and criteria established by the client
• Guide users when requests fall outside the contracted scope
• Provide support and resolve tickets by phone and through remote access
• Answer questions related to IT infrastructure and the use of technology resources
• Handle incidents involving unauthorized access, viruses, and software reinstallation
• Log and route tickets related to hardware, software, infrastructure, service requests, on-site support, and data recovery
• Resolve tickets eligible for FCR (First Call Resolution), seeking to resolve issues on the first contact
• Log and open tickets for critical incidents and escalate them to the responsible teams

• Incomplete or ongoing higher education in Computer Engineering, Computer Science, Systems Analysis, Information Systems, or related fields

• Meal 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
• Health insurance
• Dental insurance
• Benefits and discounts at leading establishments
• Travel club
• Pet insurance partnership