Senior Support Analyst

Description

### **Context** The **Tech Stop** is the IT and **workplace** experience counter at the company's hubs, focused on **high availability** (a model with a **minimum of two analysts** at main hubs to cover breaks and ensure continuity), integration with **in-person queues** and **tickets** (Jira Service Management), including **self-service** flows (e.g., kiosk) that **create and enrich** tickets without replacing human support. Within the **TechCenter in Packs** design, this role belongs to **Pack 3 — TechStop / Workplace**: in-person support and physical workplace environment, interfacing with the **data and backlog** pack, the **queue and support model** pack (Pack 5\), **in-person onboarding** (Pack 4\), and **technical escalation** when cases fall outside the immediate counter/L1 scope (Pack 2 — Engineering Interface / L2\). ### **Mission** Ensure **high-quality first human intervention** for **Level 1** tickets and at the **Tech Stop counter**, with **correct triage**, a **positive employee experience** at the hub, and **SLA compliance**, knowing **when to escalate** to specialized teams or L2\. ### **Key Responsibilities** * **In-person support (Tech Stop):** managing the counter queue, orderly call handling, proper ticket registration and closure, and clear communication with the requester. * **L1 support (remote and in-person):** initial diagnosis, execution of runbooks, step-by-step guidance, and resolution within the L1 scope; where applicable, continuation after automated guidance layers (**L0.5**), without conflating **distribution (L0\)** with **human support**. * **Workplace and office hardware:** notebooks/desktops, peripherals, **printers**, and supplies within the hub context, **monitors** and cables, equipment requests within the agreed scope. * **Workplace connectivity:** **telephony** (SIM cards, activations, operational policies coordinated with stakeholders), **modems** (triage, replacement, tickets). * **Grab support for operational procurement** of workplace-supplies/gadgets within the workplace scope. * **E-waste and electronics disposal:** follow inventory, disposal, and compliance processes as defined for the hub. * **Onboarding at the counter:** kit distribution, initial orientation, and **onboarding** flow linked to kiosk/dashboard where applicable. * **Documentation and quality:** use of knowledge base, ticket comments enabling metrics and audit; collaboration on improving scripts, categories, and support models. * **Escalation:** cases outside the immediate in-person/L1 scope or requiring technical depth **interface with L2/Engineering** (Pack 2\), maintaining correct context and criticality in the ticket. ### **Metrics and Work Model (Internal Reference)** * Operations driven by **MTTA**, **CSAT**, and **first-response/first-contact SLAs**; typical volume includes a strong **L1 (remote/in-person)** component and a portion of **Office Tickets** (hardware/physical environment), plus **back-office activities** (inventory, logistics, printers, telephony, related facilities, operational automations) that **do not appear solely as tickets** — the role requires a holistic view of **queue \+ floor**. * In hubs with coverage exceeding the minimum, the team may **rotate** between **Tech Stop focus** and **L1 queue focus** (capacity planning/dimensioning model described in the repository). ### **Requirements** * Solid experience in **service desk / L1** or **in-person support** within a corporate environment. * **English** for reading and conversation (Spanish is desirable for multi-country operations; kiosk materials and workflows are typically in PT/EN/ES). * Familiarity with **ITSM** (Jira Service Management or similar), **corporate identity systems** (e.g., Okta), and **accurate ticket logging**. * **Clear communication**, a **service-oriented attitude**, and **organization** in high-demand environments. * Ability to follow **runbooks**, checklists, and **equipment/DMP policies** where applicable. ### **Desirable** * Experience with **workplace**: printing (e.g., PaperCut in hub context), **corporate mobile telephony**, inventory/stock management. * Basic knowledge of **networking/Wi-Fi**, corporate operating systems (macOS per company standard), and **peripheral troubleshooting**. * Prior involvement in **multi-hub** or **coordinated time-zone** operations. ### **What We Value** * **Accountability** in ticket handling (correct triage, fewer reopens). * **Collaboration** with onboarding, facilities, and engineering at the appropriate problem boundary. * **Continuous improvement** of processes, documentation, and counter experience. ### **Employment Type:** CLT ### **Department:** Corporate