Junior N1 Support Analyst

• Handle and log user requests in the ticket management system
• Categorize and prioritize tickets according to the rules and procedures defined by the client
• Provide support by phone and/or remote access, seeking to resolve requests on the first contact whenever possible
• Address questions related to IT infrastructure and the use of resources provided to users
• Resolve incidents involving unauthorized access, viruses, software reinstallation, and other support requests
• Perform initial troubleshooting and guide users through problem resolution
• Log and route tickets related to hardware, software, infrastructure, services, data recovery, and requests requiring on-site support
• Identify and resolve tickets eligible for FCR (First Call Resolution)
• Create and log Critical Incident tickets, carrying out the appropriate escalation to the responsible teams
• Ensure that all interactions and solutions are properly documented in the ticketing system

• Completed higher education degree
• Experience or knowledge in IT technical support and user assistance
• Familiarity with ITSM/ticketing tools
• Basic knowledge of hardware, software, and IT infrastructure
• Knowledge of operating systems and software installation/reinstallation
• Strong verbal and written communication skills
• Organizational skills for logging and tracking tickets
• Ability to identify priorities and properly escalate requests
• Availability to work 100% remotely

• 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 offering discounts on consultations and medical exams
• Health insurance
• Dental insurance
• Benefits and discounts club at leading establishments
• Travel club
• Pet partnership program