SENIOR TECHNICAL SUPPORT ANALYST

Description

Job Summary: We are seeking an organized, proactive, and responsive professional to provide technical support to our customers, ensuring high-quality service and timely incident resolution. Key Highlights: 1. Opportunity for continuous learning and professional growth 2. Focus on diversity, inclusion, and respect 3. Teamwork and problem-solving We are **Quality Digital**! Learn more about us: * **Our defining statement** \- We are IT solutions specialists and passionate innovators! * **To infinity and beyond** \- We are *\#borderless*. Our team is spread across Brazil and around the world. * **Our culture** \- Though remote, we stay connected. We hold ceremonies to foster closeness, share knowledge, and stay updated on company news! * **We embrace diversity** \- One of our commitments is to make our company an increasingly diverse, inclusive, and respectful environment—valuing and promoting pluralism. Therefore, **there is space here for everyone**, regardless of race, gender, age, sexual orientation, religious belief, or disability. * **Our mission** \- To empower our clients’ businesses through innovative and sustainable solutions. Are you ready to join us? **Responsibilities and Duties** **What are we looking for?** ------------------- * We seek an **organized, proactive, and responsive** individual with strong teamwork skills and a problem-solving focus, ensuring high-quality user support. **Your day-to-day responsibilities** ----------------------------- * Respond to user requests and incidents, resolving them per technical procedures and agreed-upon timelines (SLA). * Provide technical support to customers, handling low- to medium-complexity incidents. * Support end users directly, assisting with questions related to technical support, infrastructure, and systems. * Manage equipment inventory. * Investigate, diagnose, and test solutions before responding to requesters. * Collaborate with other support tiers to accurately identify and resolve issues. * Create, update, and maintain technical procedures and knowledge base articles. * Communicate and interact with customers at various hierarchical levels. **Requirements and Qualifications** * Experience with **POS support (installation and maintenance) / Front-end Cashier systems**. * Knowledge of **Active Directory, DNS, DHCP, File Server, and Print Server**. * Experience with **Google Workspace (Gmail, Drive, etc.)**. * Experience providing **end-user support and configuring desktops, laptops, and tablets**. * Knowledge of **hardware, software, and peripherals (e.g., printers)**. * Knowledge of **network infrastructure, routers, and switches**. * Experience with **ITSM operations and defined SLAs**. * Experience with **remote support tools (AnyDesk, TeamViewer, or similar)**. * Experience in **metric-driven support centers**, such as: SLA, SLO, FCR, TMA, TME, abandonment rate, and user satisfaction. * Ability to **work effectively in teams**. * Strong **verbal and written communication skills**. * A **flexible, proactive, agile, and organized** profile. * Commitment to results and service quality. **Preferred Qualifications** ---------------- * Completed or ongoing **Bachelor’s degree in Information Technology or related fields**. * Experience with **ServiceNow (ITSM)**. * Experience in **commercial or wholesale retail environments**. **Work Schedule:** ------------ * Working hours: **Monday to Friday, 7:00 AM–3:00 PM, and Saturdays, 7:00 AM–12:00 PM\.** * Work model: **100% on-site** * Location: **Benfica – Rio de Janeiro (RJ)** **NOTE:** Hey! Even if you don’t meet all the job requirements, we still encourage you to apply! We’ll carefully evaluate your profile considering all your qualifications. **Additional Information** **What you’ll find here:** * A conducive environment for **learning** and **professional growth** * **Performance evaluations** and **feedback**, supporting the continuous development of our people * **Meal and/or food allowance**, for groceries and meals * **Medical and dental assistance**, so you and your family can maintain good health * **Pharmacy partnership**, offering discounts on medications * **Childcare allowance**, per current policy * **Gym partnership**, encouraging regular exercise * **SESC partnership**, offering varied cultural and leisure programming * **Partnerships for language, technology, and online course studies** * **Payroll-deductible loans**, with attractive interest rates \+ financial education program * **Corporate University and learning paths**, featuring diverse content on technology, soft skills, market trends, and much more * **Employee referral program**, with potential rewards and bonuses * **Group life insurance** Here, stories are never in short supply! So, why not grab your favorite cup of coffee, tea, juice, or beverage—and learn more about us, get inspired, explore our open positions, and become part of this ever-growing team?