B2B SUPPORT ANALYST

Description

Job Summary: A professional to provide specialized technical support to corporate clients, diagnosing and resolving technical incidents while ensuring the availability of telecommunications services. Key Highlights: 1. Specialized technical support for corporate clients (B2B) 2. Diagnosis and resolution of technical incidents related to networks and enterprise solutions 3. Collaborative work with NOC, Engineering, and Operations teams We are Alloha Fibra, the largest independent company and the third-largest FTTH (Fiber to Home) optical fiber provider in Brazil. We operate a fiber-optic network spanning over 110,000 kilometers and serve more than 1.6 million customers. With nine integrated commercial brands, we are present from north to south across the country and were the fastest-growing fixed broadband provider in Brazil in 2022\. Our team comprises over 4,000 professionals united by the same purpose: connecting people, ideas, and businesses, promoting digital and social inclusion across Brazil, and guided by shared values. We’d love to meet you! \#whatshappeningonourfiber \#fiberteam **Responsibilities and Duties** * Provide **specialized technical support to corporate clients (B2B)**, ensuring stability and availability of telecom services (data, voice, optical fiber, and connectivity). * Perform **diagnosis and resolution of technical incidents** involving networks, routers, dedicated links, and other enterprise solutions. * Monitor **service orders, tickets, and support requests**, ensuring adherence to **SLAs** and **clear communication with clients**. * Collaborate with **NOC, Engineering, and Operations teams** to escalate and resolve complex issues. * Update **technical knowledge bases and documentation** for performed support activities. * Handle inbound support requests via phone or chat. **Requirements and Qualifications** * Technical or undergraduate degree in **Telecommunications, Computer Networks, Electrical Engineering, Computer Science, or related fields**. * Solid knowledge of **network protocols (TCP/IP, BGP, OSPF, MPLS, VLANs, QoS)**. * Proficiency with **monitoring tools (Zabbix, Grafana, PRTG, Nagios, or similar)**. * Strong written and verbal communication skills, with focus on **technical relationship management and corporate client support**. * Ability to perform **critical analysis, prioritize tasks, and manage incidents under pressure**. **Additional Information** * Medical assistance * Dental assistance * Meal allowance * Life insurance * Transportation allowance * Giga Inclusão – Support for dependents with disabilities (PCD) * Total Pass * Birthday day off * Extended maternity leave (180 days) and paternity leave (20 days) * Psicologia Viva (if enrolled in Amil health plan) * E-learning platform on the intranet * Tour House: 5% to 12% discounts on airline tickets, hotel reservations, and car rentals. * Movida: 10% discount applied to daily rental rates * Samsung Partnership Portal With the purpose of **connecting people, ideas, and businesses, and promoting digital and social inclusion across Brazil**, Alloha Fibra is today the largest independent optical fiber group in the country. This is possible thanks to our team of 5,000 professionals who pursue **quality and excellence** in everything they do—always focused on delivering the best products, services, and support. **We value diversity**, reflected in our employees and customers across all regional and social dimensions—since we operate in 864 cities across 22 Brazilian states, with a fiber-optic network exceeding 140,000 kilometers and 1.6 million subscribers. Here, you’ll find one unified team, operating **interconnectedly**, committed to **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture—the Alloha Way—which transforms our environment into a collaborative, people-centered, and business-sustainability-focused space. For more information, visit https://alloha.com/