IT Analyst - Help Desk Support

Description

Job Summary: Grupo Hi is seeking a professional to provide remote support for customers and franchisees, resolving technical incidents with humanized and efficient service. Key Highlights: 1. Remote support for customers and franchisees 2. Humanized and efficient customer service 3. Career growth process based on results Grupo Hi, headquartered in Cabedelo (Greater João Pessoa), Paraíba, operates nationwide across Brazil in areas including franchising, technology, machinery and equipment, hygiene and cleaning products, commerce, and services. We have a diverse and exceptional team of collaborators who make our workplace special — where everyone is treated equally, regardless of gender, race, age, origin, or sexual orientation, and is challenged daily to develop their full potential through a results-driven and merit-based career growth process. We believe in promoting our values through our brands, people, and products — fostering inclusion, the "do-it-yourself" culture, and the "eco-friendly" culture via green and shared economy, generating wealth while caring for nature — not only through our services but also through the engagement of our collaborators, franchisees, and customers. **Key Responsibilities** Provide remote support to customers and franchisees, ensuring continuity of laundry automation systems. Serve as the first point of contact for resolving technical incidents, delivering humanized and efficient service. **Daily Tasks** Receive, register, and track technical support tickets via the Help Desk system; Provide support for automation systems, computers, and networks; Perform software and peripheral installation and configuration; Ensure preventive and corrective maintenance of equipment, documenting all actions taken; Guide customers and franchisees clearly and empathetically, ensuring a positive service experience. **What We Are Looking For** **Hard Skills** Experience in remote support (for customers and franchisees); Knowledge of automation systems and networks (IP, DHCP, DNS, Wi-Fi); Hardware maintenance and peripheral configuration; Proficiency with remote access tools, Windows, and ticketing systems (Help Desk). **Soft Skills** Strong communication and active listening skills; Empathy and patience in customer service; Organization and attention to detail; Agility in problem resolution; Proactivity and ease in interacting with diverse user profiles. **Education** Bachelor’s degree in Information Technology, Computer Networks, Systems Analysis and Development, or related fields — completed or currently pursuing. **Benefits Offered** Meal allowance card; Transportation allowance or mobility assistance; Laundry credit: 60 minutes; Life insurance; Medical assistance – telemedicine; Wellhub (Gympass); Well-being allowance: psychologist and nutritionist support. Work Schedule Shift pattern: 6 days on / 2 days off Working hours: 1:40 PM to 10:00 PM Compensation To be discussed — market-competitive salary aligned with the regional standard. Employment Type: Full-time CLT Selection Questions: * Are you available for on-site work in Intermares (Cabedelo - PB)? * Are you available to start immediately? * What is your salary expectation? Work Location: On-site