Level 2 Technical Support

Description

Job Summary: We are seeking an analytical professional focused on problem resolution to work in Level 2 Technical Support, ensuring service quality and the best customer experience. Key Highlights: 1. Handling complex requests and developing technical expertise 2. Focus on problem resolution and continuous process improvement 3. Experience in technical support and networking knowledge Join our Technical Support team! We seek committed professionals with an analytical profile and a focus on problem resolution to work in the Level 2 Technical Support department, ensuring service quality and the best experience for our customers. Here, you will have the opportunity to handle more complex requests, develop your technical expertise, and directly contribute to continuous process improvement. Responsibilities and Duties: * Handling medium- and high-complexity technical support tickets; * Analyzing and diagnosing connectivity, equipment, and network failures; * Providing support and guidance to field technicians during external service calls; * Monitoring incidents and meeting SLA requirements; * Validating and provisioning equipment; * Collaborating with other departments to resolve requests; * Identifying recurring issues and proposing improvements; * Documenting all actions taken in detail within the system. Requirements and Qualifications * Technical support experience (preferably Level 2 or advanced Level 1); * Knowledge of networks, equipment, and failure diagnostics; * Strong communication skills and ability to work in teams; * Analytical and proactive mindset; * Ability to work under pressure and manage multiple tasks simultaneously; * Desire for continuous learning and professional growth. Advantages: * Technical or undergraduate degree in Networking, Telecommunications, or related fields; * Prior experience with Internet Service Providers (ISPs); Benefits: * Salary negotiable; * Meal voucher: BRL 25.00/day; \| Transportation voucher: BRL 11.20/day; * Health insurance; * Dental insurance; * Gympass; Minimum Education: Technical Course