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Job Summary: We are seeking a professional to handle incident tickets, implement improvements, and prioritize backlog items, aiming for rapid and efficient solutions to critical issues. Key Highlights: 1. Vibrant culture that values innovation and customer respect 2. Freedom to explore skills and collaborate with brilliant minds 3. Being part of a company driving the future of technology At Hitss, innovation is our fuel, curiosity is our engine, and respect for the customer is our compass. If you are driven by passion to create disruptive technological solutions, constantly seek challenges that expand the boundaries of what is possible, and believe that putting the customer first is the key to success, then you are in the right place. We want people who stand out, think outside the box, and are willing to explore new horizons. Here, every idea is valued, every question is encouraged, and every challenge is embraced as an opportunity for learning and growth. Join us and become part of a vibrant culture where innovation is fueled by relentless curiosity and customer respect permeates all our actions. Here, you will have the freedom to explore your skills, collaborate with brilliant minds, and transform the future of technology. If you are ready to join a company that believes talent is the key to success, send us your resume and join our team. We look forward to meeting you and jointly accelerating the next generation of technological solutions. **Come be a Hit!** **Responsibilities and Duties** * Provide initial response to incident and service request tickets; * Understand customer and operations needs and work collaboratively with involved teams to continuously improve stability and deliver quality to customers; * Ensure proper and timely prioritization of queue and project backlogs, as well as validation of deliverables; * Map and monitor critical operational issues together with IT towers, engaging teams to develop rapid and efficient solutions to prevent incident occurrences and resolve root causes; * Monitor problem resolution analysis; * Track incident recurrence rates across tickets. **Requirements and Qualifications** **Required Qualifications** * Bachelor’s degree completed; * Knowledge of Cloud Computing platforms (GCP, AWS, or Azure); * Knowledge of Linux/Red Hat; * Understanding of customer service workflow strategy; * Advanced proficiency in collaboration tools; * Experience in remote user support; * Creation and management of knowledge bases for Service Desk and Field Support teams; * Experience working with multidisciplinary teams. **Preferred Qualifications** * Cloud Computing certifications; * Linux/Red Hat certification; * Knowledge of OpenStack will be considered a significant advantage; * Knowledge of PowerShell and Python automation; * Knowledge and experience in project implementation. **Additional Information** Want to see all our open positions? Visit our page: Hitss \- Work With Us https://globalhitss.gupy.io/ **Important: All our job openings are open to professionals with disabilities, gender equity, and racial/ethnic diversity.** HITSS BRASIL is a multinational company within the Claro Group, operating for over 30 years in digital solutions and IT services across 7 countries. Combining unparalleled experience and specialized expertise, our 5\.000 employees are committed to making the new happen every day. We bet on innovation with integrity and strive to develop inclusive, responsible, and sustainable solutions for our employees and customers. **Through our diversity and inclusion pillar, everyone has equal opportunities to build their career.** We make no distinction based on gender, religion, race, sexual orientation, social status, or disability. If you enjoy challenges, trends, agile and innovative processes, this is your place. Join us!
