N2 SUPPORT ATTENDANT

Description

Job Summary: Netway Group is seeking a professional to provide intermediate-to-advanced technical support, conduct in-depth failure analysis, perform remote configuration of network equipment, and collaborate with field teams. Key Highlights: 1. Intermediate to advanced technical support 2. In-depth analysis of technical failures 3. Remote configuration and adjustment of network equipment **Nice to meet you — we are Netway Group!** Here, we have a large team that makes everything happen! It is through the effort and dedication of each of our people that we have become a reference in what we do, united by our purpose: “Exceeding expectations by connecting people and organizations, breaking down barriers.” With presence in over 100 cities across multiple Brazilian states, we deliver high-quality, stable connectivity to more than 70\.000 customers nationwide. Our connection goes beyond providing reliable internet. We operate our own fiber route to São Paulo, ensuring superior performance when accessing websites and games hosted in that region. We also offer Value-Added Services (VAS) aligned with our audience, such as: Max, Paramount\+, Globoplay, Telemedicine, among others. Our commitment extends beyond internet — we strive to deliver well\-being, convenience, and technological advancement to our customers. **Join Netway Group and make your mark — be part of history!** **Responsibilities and Duties** INTERMEDIATE-TO-ADVANCED TECHNICAL SUPPORT: Resolve tickets requiring deeper technical expertise, especially those unresolved at Level 1\. IN-DEPTH ANALYSIS OF TECHNICAL FAILURES: Investigate complex root causes of instability, slowness, and connectivity failures using diagnostic tools and remote access. REMOTE CONFIGURATION AND ADJUSTMENT OF NETWORK EQUIPMENT: Assist customers with configuring routers, ONUs, and other devices, focusing on network customization (SSID, password, channels, etc.). COLLABORATION WITH FIELD AND LEVEL 3 TEAMS: Conduct joint technical troubleshooting with installation, external maintenance, and network engineering teams. MANAGEMENT OF RECURRING INCIDENTS: Monitor and track recurring customer cases, proposing definitive solutions. COMPLIANCE WITH SLA AND SERVICE METRICS: Prioritize quality and efficiency, ensuring adherence to established resolution timeframes. CONTINUOUS UPDATES TO TECHNICAL KNOWLEDGE BASE: Contribute to the development and maintenance of internal technical procedures (FAQs, guides, operational instructions). TECHNICAL MENTORING FOR LEVEL 1: Support Level 1 attendants with technical questions, serving as an intermediate technical reference within the team. **Requirements and Qualifications** Technical course or undergraduate degree in progress in Computer Networks, Information Technology, or related fields is preferred. Prior experience in N2 technical support or technical support roles (minimum 1 year); Experience with Internet Service Providers (ISPs) or telecommunications companies is a plus. Completed high school education (mandatory); **To join our team, the following are essential:** Proactivity: act autonomously and anticipate solutions; Attention to detail: deliver tasks with quality and precision; Customer focus: prioritize excellence in service delivery; Willingness to learn: demonstrate interest in growth and development; Collaboration: possess team spirit and a positive attitude; Respect and courtesy: maintain ethical conduct toward everyone. **Why choose Netway Group?** Our culture is our DNA! It has sustained our success so far and will continue to serve as the foundation for our future. To ensure a complete and positive employee journey, we offer: Complimentary internet after 3 months of experience Life insurance Meal card Discounts on company products and services Ongoing training and development A collaborative and welcoming environment Frequent feedback and personalized development plans Incentives for innovation and creativity **Employment Type:** CLT – On-site **Working Hours:** Monday to Friday: 8:00 AM to 6:00 PM (with 2-hour break) Saturday: 8:00 AM to 12:00 PM.