JUNIOR TECHNICAL SUPPORT ANALYST

Description

Job Summary: We are seeking an agile and efficient individual to provide user support, promoting analysis and resolution of incidents related to systems, software, hardware, and networks. Key Highlights: 1. Technical support to users via phone, remote access, or in-person assistance. 2. Resolution of issues related to systems, software, hardware, and networks. 3. A conducive environment for learning and professional growth. We are **Quality Digital**! Learn more about us: * **A phrase that defines us** \- We are IT solutions specialists and passionate about innovation! * **To infinity and beyond** \- We are *\#borderless*. Our team is distributed across Brazil and worldwide. * **Our culture** \- Though physically apart, we stay connected. We hold regular ceremonies to foster closeness, share knowledge, and keep up with company news! * **We embrace diversity** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment, valuing and promoting plurality. Therefore, **everyone is welcome here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our goal** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What are we looking for?** An agile and efficient individual. **Your day-to-day responsibilities will include:** * Providing user support via telephone, remote access, or in-person assistance, as well as logging incidents to enable analysis and resolution of service requests, escalating them to resolver teams when necessary; * Handling incidents related to operating systems, software, hardware, networks, Microsoft Office suite, databases, printers and peripherals, as well as technical requests concerning services, security, and products; * Delivering technical support to ensure high availability and performance of client platforms; and, when required, guiding and training users. * **Customer service and communication:** clarity, empathy, and accurate incident logging. * **Service desk tools:** opening, categorizing, and prioritizing incidents (e.g., ITSM). * **Procedures and SLAs:** understanding the service workflow and escalation criteria to Level 2. * **Resolution of basic issues:** password resets, account unlocks, basic installations, initial troubleshooting. * **Documentation:** consulting and updating the knowledge base (KB). * Strong communication skills, organization, and customer focus. **Requirements and Qualifications** **Basic knowledge in:** * Windows; * Active Directory; * Microsoft Office suite and email; * Internet, VPN, Wi-Fi. **Preferred qualifications:** * Prior experience in technical support or service desk roles. * Knowledge of ITIL fundamentals. **Working Hours** * From 08:00 to 17:00; * On-site at Itaim Bibi/SP. **NOTE:** Hey! Even if you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully review your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * A conducive environment for **learning** and **professional growth** * **Performance evaluations** and **feedback sessions**, aimed at continuous development of our people * **Meal and/or food allowance**, for grocery purchases and meals * **Medical and dental insurance**, ensuring health coverage for you and your family * **Pharmacy partnership**, offering discounts on medications * **Childcare assistance**, according to current policy * **Gym membership program**, encouraging physical activity * **SESC partnership**, providing diverse cultural and leisure activities * **Partnerships for education**, covering language learning, technology, and online course platforms * **Payroll-deductible loans**, with attractive interest rates + financial education program * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and more * **Employee referral program**, with rewards and bonuses * **Group life insurance** Here, stories never run short! So, why not grab your favorite beverage — coffee, tea, juice, or anything else — learn more about us, get inspired, explore our open positions, and become part of this ever-growing team?