We are looking for a highly motivated and proactive **Support Analyst** to join our team. The professional will be responsible for monitoring the performance of data and telephony links, performing remote tests, conducting initial triage to detect failures, and opening service tickets. In addition, they will be responsible for keeping customers informed about the progress of recovery processes and promoting an effective interface between customers and technical teams. **Responsibilities and Duties** **Requirements:** * Monitor performance of data and telephony links. * Perform remote tests and initial triage to detect possible failures. * Open and track service tickets, record information in systems, and keep customers informed about the progress of recovery tickets. * Promote interface between customers and technical teams. * Escalate managerial recurrences from technical teams to expedite resolution of tickets. * Provide receptive and proactive customer support; * Register tickets and keep them updated on the progress of the recovery process; * Perform support-related activities such as troubleshooting, collecting detailed information about issues experienced by customers, and diagnosing the nature of problems, with focus on networks, telecommunications, routers, and switches. * Participate in conference rooms; * Facilitate access to customer premises when necessary; * Validate failure resolution with the customer; * Close tickets and ensure clarity of information regarding the incident, root cause, and actions taken; **Requirements and Qualifications** **Skills:** * Proactivity * Good diction * Strong communication skills * Text interpretation and ease with reading and writing * Experience working with goals and SLAs * Technical profile * Knowledge of NOC * Intermediate Microsoft Office proficiency * Knowledge of router and/or network configurations and commands * Knowledge and experience in Telecommunications with troubleshooting * Intermediate-level knowledge of Microsoft Windows, Outlook, and Microsoft Office. * Completed (or currently pursuing) undergraduate degree in Computer Networks, Telecommunications, or related fields. **Additional Information** **Complementary Knowledge** * Experience and knowledge in Telecommunications and related areas; basic router configuration and testing knowledge is desirable. **Benefits:** * **Meal Voucher:** R$ 31.00/day * *After training period on the 12x36 schedule: R$ 45.00/day (symbolic deduction of R$ 1.00 from payroll)* * **Transportation Voucher or Fuel Allowance** *(symbolic deduction of R$ 1.00 from payroll)* * **Birthday Bonus** * **TotalPass** * **Life Insurance** * **Medical Assistance – Unimed** (after probationary period) * *No monthly fee, with co-payment* * **Dental Assistance – Uni\-odonto** (after probationary period) * **Career Development Plan** **Working Hours:** Important *The training period will take place during business hours, Monday through Friday, from 8:00 a.m. to 6:00 p.m., with an initial duration of 30 days, extendable as required by operational needs.* After training, the professional will work on the 12x36 day shift, from 7:00 a.m. to 7:00 p.m. **Work Model:** On-site – Belo Horizonte/MG **Compensation:** R$ 2\.581,17/month * **Employment Type:** CLT – Permanent **Join Mamtech Technology!** We are continuously growing and seeking talented, innovation-driven individuals to join our team. Here, you’ll find a collaborative environment, challenges that drive professional development, and the opportunity to build solutions that make a difference. If you seek career growth and wish to work for a company that values people and technology, Mamtech is the right place for you! Apply now and help us shape the future together.