Technical Support Coordinator

Description

Job Summary: Lead, guide, and develop a technical support team, ensuring operational excellence and continuous process improvement. Key Highlights: 1. Lead and develop the technical support team (L1, L2, and L3) 2. Ensure compliance with SLAs and KPIs for the department 3. Promote continuous improvement of processes and tools **Eagle** is growing—we are expanding our business, defining strategies, and seeking professionals who embrace **challenges**, are **engaged** with company goals, wish to be part of this growth, and are ready to **fly higher with us**! Our **Maintenance Team** is expanding and looking for professionals **passionate about technology.** **Job Mission: Ensure operational excellence in technical support by leading the analyst team (L1, L2, and L3\), ensuring SLA compliance, service quality, and continuous process improvement, acting as a bridge between technical teams and management/business.** **Responsibilities** * Lead, guide, and develop the technical support team (L1, L2, and L3\). * Organize shift schedules, incident prioritization, and operational alignment with peer departments (e.g., PCM). * Define, monitor, and ensure compliance with departmental SLAs and KPIs. * Serve as the technical and managerial escalation point for critical incidents. * Provide ongoing feedback, performance evaluations, and individual development plans (IDPs). * Support management in strategic decision-making through data and indicator analysis. * Promote continuous improvement of processes, tools, and service workflows. * **Activities** + Monitor daily support metrics (response time, backlog, recurrence, and definitive resolution). + Ensure proper prioritization and distribution of incidents among analysts. + Collaborate with the technical team to resolve complex incidents (L3\). + Mediate internal conflicts and support the team’s technical and behavioral development. + Prepare management reports and present results to leadership. + **What does this candidate need?** - Degree in Technology, Electrotechnics, Electronics, or related fields; - Experience with remote client access, VPN usage, and VMS software. - Preferred knowledge of Electronic Security functions (CCTV, Access Control, Switches, Servers, etc); - Valid Brazilian driver's license (Category B) and willingness to travel. Join us on this journey of growth and opportunity! Send your resume and become part of our team that flies higher every day.