Level 2 Support Analyst

Description

Job Summary: This role involves providing technical support to clients, analyzing recurrent issues, optimizing processes, and configuring network equipment. Key Highlights: 1. Specialized technical support and advanced diagnostics. 2. Root cause analysis and process optimization. 3. Network equipment configuration and service audits. **Your typical day:** \- Provide technical support to clients referred by the Customer Service Center (CSC) and the B2B channel, ensuring efficient resolution of requests and performing advanced diagnostics; \- Analyze records of recurring technical visits to identify root causes and propose preventive actions to reduce recurrence; \- Review records of open technical visits, validating primary reasons and identifying issues that can be resolved remotely to avoid unnecessary on-site visits; \- Register and analyze daily records closed by Specialized Support, verifying correct categorization and mapping the most frequent occurrences; \- Perform configurations and parameterizations of network equipment, such as routers and ONTs; \- Conduct internal and external audits related to maintenance, recurrence, and service quality; \- Support continuous improvement of technical support processes through analysis, reporting, and optimization suggestions. **To succeed in this role, you must have:** \- A communicative, organized, analytical profile, with a proactive attitude and high adaptability to change; \- Completed or ongoing undergraduate degree in IT or related fields; \- Intermediate proficiency in Microsoft Office Suite; \- Knowledge of FTTH networks, optical fiber, CTO, and fault diagnosis. \- Experience in Level 1/Level 2 technical support, preferably within telecommunications companies, including router, ONT, and other network equipment configuration; \- Availability to work during the following shifts: Monday to Friday, **08:00 AM to 05:00 PM**, and Saturdays, **08:00 AM to 12:00 PM**, or Monday to Friday, **01:00 PM to 10:00 PM**, and Saturdays, **01:00 PM to 05:00 PM**; \- Residency in Marília/SP. **Benefits we offer:** \- Medical assistance; \- Pharmacy partnership; \- Group life insurance; \- Internet plan; \- Birthday Day Off; \- Meal allowance and food voucher; \- Public transportation voucher. Employment Type: Direct Hire (CLT) Compensation: R$2\.000,00 \- R$3\.000,00 per month Selection Questions: * Is this your first selection process with us, or have you participated in a previous one? * Do you know anyone who works at Way? Work Location: On-site