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Job Summary: Professional responsible for monitoring incidents in enterprise services, providing technical support, triaging, and escalating issues to ensure rapid resolution and customer satisfaction. Key Highlights: 1. 24x7x365 support for IT and Telecommunications solutions 2. Focus on innovation, technical excellence, and problem resolution 3. Collaborative team focused on results **About the Role and Our Culture** Mamtech is an IT and Telecommunications consulting and integration company operating nationwide, delivering 24x7x365 services to exceed our clients’ expectations. We specialize in network infrastructure and the allocation of highly qualified professionals, always guided by innovation and technical excellence. We believe that a connected, collaborative, and results-driven team can achieve extraordinary outcomes. Here, every employee makes a difference — together, we shape the present and build the future. Our culture is grounded in integrity, ethics, and respect for people — our greatest differentiator. If you’re the type who won’t rest until you’ve solved a problem, enjoy learning by doing, and understand that each call handled with agility strengthens our partnership with the client, we want you on our team! **Responsibilities and Duties** **Responsibilities and Duties** ----------------------------------- * Monitor incidents in enterprise services delivered by partner vendors, ensuring rapid resolution and compliance with established **SLAs**. * Perform remote testing and initial triage to identify potential failures. * Escalate recurring or critical incidents to technical and management teams to accelerate resolution. * Provide technical support, including **troubleshooting**, detailed information collection, and fault diagnosis. * Analyze incidents related to **networks, telecommunications, routers, and switches**. * Participate in conference rooms for incident analysis and resolution. * Provide responsive and proactive support to **enterprise customers**. * Maintain clear, concise, and technically appropriate communication with customers and involved teams. * Validate the applied solution with the customer to ensure service restoration. * Register, open, track, and update service requests (**tickets**) in corporate systems. * Keep customers informed about recovery process progress. * Close service requests with clear documentation of the event, root cause, and corrective action taken, per operational procedures. * Serve as the interface between **customers, internal technical teams, and partner vendors**. * Monitor enterprise customer complaints, engage partners, and track interactions to ensure SLA deadline compliance. * Facilitate access authorization to customer premises when required for technical interventions. * Keep corporate tools updated with accurate and clear information regarding ongoing activities. **Requirements and Qualifications** **Requirements and Qualifications** ------------------------------ * Proactive and collaborative attitude. * Clear diction and strong verbal and written communication skills. * Strong reading comprehension and proficiency in reading and writing. * Goal-oriented work capability and commitment to meeting **SLAs**. * Technical, analytical profile oriented toward problem resolution. ### **Technical Knowledge** * Experience or knowledge of **Telecommunications troubleshooting**. * Knowledge of **router and network configurations and commands**. * Understanding of **Telecommunications and data communications**. * Familiarity with **TCP/IP and MPLS protocols**. * Knowledge of operation and configuration of **routers, switches, and firewalls**. * Understanding of various network feasibility types, such as: * **Fiber optic** * **Microwave link** * **Copper network** * **4G / 5G** * Knowledge of operational routines and **service recovery processes**. ### **Desirable Courses** * Computer Networks * Fundamentals of IT Networks * Routing and Switching * Firewall (Fortinet, SD\-WAN) ### **Other Knowledge** * Knowledge of **telecommunications networks**. * **Basic technical English**. ### **Preferred Qualification** * Prior experience in a **NOC (Network Operations Center)**. **Additional Information** * **Salary:** R$ 2\.581,17/month * **Meal Allowance:** R$ 31.00 per day **(symbolic payroll deduction of R$ 1.00)**. * **Mobility:** Transportation Benefit or Fuel Allowance (**symbolic payroll deduction of R$ 1.00)**. **Benefits:** * **Health:** Unimed Health Insurance (20% co-payment) and Uniodonto Dental Insurance **(available after 90 days of probation)**. * **Wellness:** Life Insurance and **TotalPass**. * **Education:** Educational partnership with **FIAP**. * **Love Pet:** Pet care agreement with **Guapeco**. **Operational Details:** * **Location:** On-site – Belo Horizonte/MG * **Schedule:** Backup shift * **Employment Type:** Direct hire (CLT). **Join Mamtech Technology!** We are continuously growing and seeking talented, innovation-driven individuals to join our team. Here, you’ll find a collaborative environment, professional development challenges, and the opportunity to build impactful solutions. If you seek career growth and wish to work for a company that values people and technology, Mamtech is the right place for you! Apply now and help us transform the future together.
