We are looking for a highly motivated, proactive, and strong-communication-skilled **Support Analyst** to join our team. This professional will be responsible for **monitoring the performance of data links and telephony services**, performing **remote tests**, conducting **initial triage to identify failures**, and **opening and tracking technical tickets** with the respective responsible areas. Also part of their responsibilities is to **keep customers informed about the status and progress of recovery processes**, ensuring clear, agile, and efficient service, as well as **acting as the interface between customers and technical teams**, guaranteeing proper information alignment. **Responsibilities and Duties** **Requirements:** * Monitor performance of data links and telephony. * Perform remote tests and initial triage to detect possible failures. * Open and track tickets; record information in systems; inform customers about the progress of recovery tickets. * Act as the interface between customers and technical teams. * Escalate managerial recurrences from technical teams to expedite ticket resolution. * Provide reactive and proactive customer support; * Register tickets and keep them updated regarding the recovery process progress; * 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 customer site access 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*** Proactivity * Good diction * Strong communication skills * Text comprehension and ease with reading and writing * Experience working with goals and SLAs * Technical profile * Basic knowledge of router and/or network configurations and commands * Knowledge and experience in Telecommunications with troubleshooting * Intermediate-level proficiency in Microsoft Windows, Outlook, and Office Suite. * Completed (or currently pursuing) undergraduate degree in Computer Networks, Telecommunications, or related fields **Additional Information** **Complementary Skills** * Experience and knowledge in Telecommunications and related areas; basic router configuration and testing knowledge is a plus. **Benefits:** * **Meal Voucher:** BRL 31.00/day * *For the 12x36 shift: BRL 45.00/day* **(***Symbolic payroll deduction of BRL 1.00)* * **Transportation Voucher or Fuel Allowance** (***Symbolic payroll deduction of BRL 1.00)* * **Birthday Bonus** * **TotalPass** * **Life Insurance** * **Medical Assistance – Unimed** (after probation period) * + *No monthly fee, with co-payment* * **Dental Assistance – Uni-odonto** (after probation period) * **Career Development Plan** **** **Working Hours:** 12x36 shift – 7:00 AM to 7:00 PM * *Training: 8:00 AM to 6:00 PM – minimum 30 days, extendable based on demand.* **Work Model:** On-site – Belo Horizonte/MG **Remuneration:** BRL 2,581.17/month * **Employment Type:** CLT – Permanent **Join Mamtech Tecnologia!** We are constantly 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 truly make a difference. If you’re looking to advance your career and 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.