SENIOR TECHNICAL SUPPORT ANALYST

Description

Job Summary: Experienced Field Service professional to install, maintain, and provide technical support for equipment/systems, with a focus on end-user support and incident resolution. Key Highlights: 1. Conducive environment for learning and professional growth 2. Company with a culture of diversity, inclusion, and respect 3. A #borderless team passionate about innovation We are **Quality Digital**! Learn more about us: * **Our defining statement** \- We are IT solutions specialists and innovation enthusiasts! * **To infinity and beyond** \- We are *\#borderless*. Our team is distributed across Brazil and worldwide. * **Our culture** \- Though physically distant, we stay connected. We hold regular ceremonies to foster closeness, share knowledge, and keep up with company news! * **We embrace diversity** \- One of our commitments is to build an increasingly diverse, inclusive, and respectful workplace that values and promotes pluralism. Therefore, **everyone is welcome here**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our mission** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What we’re looking for:** * Experienced Field Service professional to install, maintain, and provide technical support for equipment/systems; **Your day-to-day will include:** * Providing user support via phone, remote, or in-person channels, and logging incidents to enable analysis and resolution—escalating to resolver teams when necessary; * Handling incidents related to operating systems, software, hardware, networks, and Microsoft Office Suite, as well as technical issues and those involving services, security, and products; * Investigating, diagnosing, and testing solutions before engaging the requester; * Interacting with clients at all organizational levels; * Supporting end users by addressing their questions and concerns regarding support/infrastructure/systems; * Guiding users on current processes, policies, and procedures; **Requirements and Qualifications** * Proficiency in Office 365 — account creation, password resets, permission group management; * Administration experience with other tools and resources such as: ADFS, AD, AD Connect, DNS, Windows, Firewall, Outlook, Skype for Business; * Knowledge of Windows 10/11; * Basic understanding of IT Governance (ITIL/Cobit); * Equipment formatting experience; * Ability to create, update, and document procedures and best practices, consistently pursuing continuous improvement; * Experience in support center operations governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, and Customer Satisfaction; * Bachelor’s degree (completed or in progress) in Information Technology or related field; * Availability to work overtime on holidays **Nice-to-have qualifications:** * ITIL certification; * Familiarity with ITSM tools, especially Topdesk; **Working Hours:** * ****Monday to Friday, from 10:45 AM to 7:45 PM. * Work model: 100% on-site. * On-call availability may be required upon demand. * Due to the critical nature of this role, availability for overtime on holidays is required. * Workplace location: Rio de Janeiro - RJ **NOTE:** Hey! Even if you don’t meet all the requirements, we still encourage you to apply! We’ll carefully review your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * A conducive environment for **learning** and **professional growth** * **Performance evaluations** and **feedback sessions**, supporting continuous development of our people * **Meal and/or food allowance**, usable for grocery shopping and meals * **Medical and dental insurance**, ensuring health coverage for you and your family * **Pharmacy partnership**, offering discounts on medications * **Childcare assistance**, per current policy * **Gym membership program**, encouraging regular physical activity * **SESC partnership**, providing access to diverse cultural and leisure activities * **Partnerships for education**, including language learning, technology training, and online course platforms * **Payroll-deductible loans**, featuring attractive interest rates, plus financial literacy programs * **Corporate University and learning paths**, covering diverse topics such as technology, soft skills, market trends, and more * **Employee referral program**, with rewards and bonuses * **Group life insurance** Here, there’s no shortage of stories to tell! So, how about grabbing your favorite beverage—coffee, tea, juice, or anything else—and learning more about us, getting inspired, exploring our open positions, and joining this ever-growing team?