Workplace Support Analyst - Curitiba

Description

Job Summary: A professional to provide agile, high-standard support, ensuring complete resolution of incidents and proper documentation of information for technology clients. Key Highlights: 1. Specialized technology support and assistance 2. Resolution of software, hardware, and network issues 3. Assistance in using software and technological solutions Multinational company in the Technology sector is hiring: Workplace Support Analyst. Provide agile, high-standard assistance, guiding customers during operations, ensuring complete incident resolution and proper registration of information in the management system. Main Responsibilities: List the primary functions of the position. For each, specify “what is done”, “how it is done”, “why it is done”, and its frequency (where applicable). 1\. Respond to and document support requests initiated by customers’ users in the administrative system; 2\. Classify requests according to urgency based on customer guidelines and assign them to the appropriate service queue; 3\. Notify the customer if the request falls outside the agreed-upon services and instruct them on next steps; 4\. Provide telephone or remote-access support, following established procedures, to deliver a complete and satisfactory solution; 5\. Resolve issues related to unauthorized access, malware, and software reinstallation; 6\. Process and route requests concerning telecommunications, infrastructure failures, service requests, equipment damage, data recovery, and other situations requiring on-site presence; 7\. Assist users with the use of software installed and registered in customers’ systems; 8\. Ensure awareness of and adherence to contractual metrics agreed upon with customers; 9\. Close resolved Service Desk tickets, documenting solution details in the ticket management software; 10\. Perform related tasks or those associated with the above responsibilities. Academic Qualifications: Specify required academic qualifications for the role. Mandatory: Completed Technical Course in Software and Hardware Maintenance and Configuration, Networks, and Programming. Desirable: Bachelor’s degree in Information Technology or Exact Sciences (in progress). Experience: Indicate minimum required experience duration. Minimum 1 year in the field. Specialized Knowledge (Desirable): Specify desirable knowledge for the role, including language and technical skills. Mandatory: Networking systems. Knowledge of mobile applications and devices. Knowledge of ticket management tools. Desirable: Advanced English. Minimum Education Level: Technical Course. * Medical insurance * Dental insurance * Meal allowance * Life insurance