Job Summary: We are seeking a Junior Support Analyst to work at the Service Desk, ensuring service quality and compliance with agreed SLAs. Key Highlights: 1. First-level technical support via ITSM 2. Installation, configuration, and troubleshooting of systems and software 3. Basic hardware maintenance and user support OPEN POSITION | Junior Support Analyst – Service Desk **Job Code:** 1057184 **Location:** Headquarters – Hortolândia (also serving Campinas and RMC) **Working Hours:** 9:00 AM to 6:00 PM **Work Model:** On-site **Salary:** R$ 1.904,64 About the Position We are seeking a **Junior Support Analyst** to work at the **Service Desk**, focusing on first-level technical support, ensuring service quality and compliance with agreed SLAs. Main Responsibilities * On-site support at the Hortolândia headquarters and external locations (Campinas and RMC) for associates working remotely (Home Office) * First-level technical support via ITSM (ticket registration, tracking, and resolution) * Installation, configuration, and error correction for corporate systems, software, and applications * Windows and Office suite support (on-site and remote) * Basic hardware maintenance (installation, replacement, relocation) * Handling isolated and widespread incidents * Coordination with specialist teams to resolve requests * Updating technical procedures and knowledge base * Adherence to shift schedules, working hours, attendance, and best customer service practices * Safeguarding confidential information and vehicles used for external support * Participation in training sessions, meetings, and internal development programs (PIF) ⏱ Shift Schedules and On-Call Duties * **Shift Pattern:** 5 days on / 2 days off * **Weekend Work:** Alternating weekends * **On-Call Duty:** Flexible hours aligned with the Service Desk shift schedule * When performing on-call duties, one weekday off is granted Requirements * **Education:** Currently pursuing a bachelor’s degree * **Technical Knowledge:** * Hardware maintenance * IT technical support * Error analysis and problem resolution Behavioral Competencies * Strong verbal and written communication skills * Empathy in user support * Analytical thinking * Organization and quality focus * Ability to work with processes and procedures Employment Type: Permanent CLT contract Compensation: R$1.904,00 per month Benefits: * Medical assistance * Dental assistance * Food allowance * Meal voucher * Transportation allowance