Technical Support Analyst (1)

Description

Job Summary: Responsible for monitoring services, identifying system issues, supporting corporate customers, and proposing continuous improvements to routines and processes. Key Highlights: 1. Corporate customer support (B2B, ISP, and B2G) 2. Operational improvement analysis and proposal 3. Service monitoring and problem identification Description: * Level I \- Currently pursuing a bachelor's degree; * Levels II and III \- Completed bachelor's degree with 2 years of experience in the field; * Basic computer literacy. Preferred Qualifications: * Proficiency in Google tools (Sheets, Docs) and customer service techniques; * Fundamental knowledge of computer networks; * Cisco and MikroTik certifications; * Driver's license \- Category AB; * Alignment with Brisanet Group's organizational identity; * Preparing reports, forms, or spreadsheets as requested; * Proposing improvements to departmental routines and processes; * Updating departmental performance indicators; * Actively participating in organizational meetings and commitments when requested; * Providing support to employees on matters related to the department; * Analyzing and proposing improvements to operational routines to optimize departmental operations; * Using personal and collective safety equipment when required; * Performing other duties related to the position, as needed by the department and per leadership direction. * Monitoring services provided to corporate customers (B2B, ISP, and B2G); * Identifying initial issues through system alerts; * Making first contact with the customer to assess potential internal network or Brisanet network failures and directing cases to support teams for resolution; * Supporting corporate customers (B2B, ISP, and B2G) by resolving technical issues and answering questions regarding provided services; * Resolving and tracking tickets assigned to support teams; on-site technical assistance may be required when necessary; * Scheduling and tracking installations; * Monitoring incidents and problems; * Escalating support requests; * Providing timely updates on network outages and status. 2512250202491934726