Level 2 Support Technician - Acre/AC (On-site)

Description

Job Summary: We are seeking a Level 2 Support Technician to analyze and resolve incidents and service requests, diagnose issues in corporate systems, and interact with users. Key Highlights: 1. Handling and analysis of escalated tickets (N1) 2. Diagnosis and resolution of issues in corporate systems 3. Focus on continuous improvement and problem prevention We are looking for a **Level 2 Support Technician!** As a **Level 2 Support Technician**, you will: * Handle and process tickets escalated from Level 1 (N1), performing technical and functional analysis of incidents and service requests. * Diagnose issues in corporate systems, considering business rules and operational impact. * Interact directly with business area users to understand requirements and propose appropriate solutions. * Log, track, and update tickets in service desk tools, ensuring SLA compliance. * Identify root causes of recurring incidents and implement preventive actions. * Document procedures, solutions, and process workflows to contribute to the team’s knowledge base. As **Requirements**, you must have: * Currently pursuing or completed a bachelor’s degree in technology or related fields; * Experience in system management and business areas; * Experience monitoring KPIs (SLA, response time, ticket recurrence) with a focus on continuous improvement; * Experience handling escalated tickets from Level 1 (N1), performing technical and functional analysis of incidents and service requests; * Strong communication skills and ability to work collaboratively. You will enjoy the following **Benefits**: * Sulamerica Health Insurance Plan \- 50%; * Meal Allowance; * Access to the Udemy platform; * Tech Professional Referral Program; * Life Insurance; \#VEMSERVINTTER Your privacy is important to us! For more information on how we handle your personal data, please review our Privacy Policy. If you have any questions, contact us at dpo@vintglobal.com.br.