Technical Support Analyst

Description

Job Summary: We are seeking a Technical Support Analyst to monitor and assist corporate clients (B2B, ISP, B2G), resolving technical issues and queries with a focus on customer satisfaction. Key Highlights: 1. Handling technical issues and queries from corporate clients 2. Monitoring delivered services and performing initial problem identification 3. A work culture that respects and values people We are looking for a **Technical Support Analyst** to monitor services provided to corporate clients (B2B, ISP, and B2G) and assist corporate clients (B2B, ISP, and B2G), resolving technical issues and queries related to the services delivered. If you are an attentive professional who delights customers and demonstrates ownership, Brisanet is the place for you! Let’s sail toward the future! **\#JoinBrisanet** **Responsibilities and Duties** * Embody the organizational identity of the Brisanet Group; * Prepare reports, forms, or spreadsheets as requested; * Propose improvements to departmental routines and processes; * Populate departmental performance indicators; * Actively participate in organizational meetings and commitments when requested; * Provide support to employees on matters related to the department; * Analyze and propose improvements to operational routines, aiming to optimize departmental operations; * Use individual and collective safety equipment when required; * Perform other duties related to the position, according to departmental needs and leadership guidance. * Monitor services delivered to corporate clients (B2B, ISP, and B2G); * Identify potential issues initially through system alerts; * Initiate first contact with the client to assess possible failures in the internal network or Brisanet’s network and escalate to supporting teams for issue resolution; * Assist corporate clients (B2B, ISP, and B2G), resolving technical issues and queries related to the services delivered; * Resolve and track tickets opened for support teams; on-site technical assistance may be required when necessary; * Schedule and monitor installations; * Monitor incidents and problems; * Escalate support requests; * Timely reporting of network outages and status. **Requirements and Qualifications** * Level I \- Currently pursuing a bachelor's degree; * Levels II and III \- Bachelor's degree completed plus 2 years of experience in the field; * Basic computer literacy. **Preferred Qualifications** * Familiarity with Google tools (Sheets, Docs) and customer service techniques; * Basic knowledge of computer networks; * Cisco and MikroTik certifications; * Driver's license \- categories AB. **Additional Information** * A work culture that respects and values people; * Internal events covering diverse topics; * A collaborative environment that fosters personal and professional development; * A flat and hierarchical structure—meaning you are the protagonist of your career!; * Meals (Headquarters via cafeteria; Branches via iFood); * Co-payment Health Insurance Plan; * Dental Plan; * Life Insurance; * Childcare Assistance; * Assistance for Dependents with Disabilities; * Payroll-deducted Loans (available after 6 months); * Discounts of up to 50% on Brisanet Internet and BrisaMusic services; * Wellhub (Gympass); * Up to 60% discounts at Higher Education Institutions. We have operated in the telecommunications sector for **27 years**, with the **mission of connecting people and promoting digital and social inclusion**. Today, we connect over 1.5 million households across Northeastern Brazil, **leading the fixed broadband internet market** in the region. We are also a mobile telephony operator, experiencing increasingly significant growth. Our journey began in 1998 in the city of Pereiro, in the interior of Ceará state. We were founded with the goal of **providing high-quality internet at affordable prices to small towns**. Today, we operate across all nine states of Northeastern Brazil, delivering **cutting-edge connectivity—from rural areas to state capitals**—actively contributing to Brazil’s digital transformation.