IT Analyst - Help Desk Support

Description

Job Summary: Grupo Hi is seeking a professional to provide remote support to customers and franchisees, ensuring uninterrupted operation of laundry automation systems through humane and efficient service. Key Highlights: 1. Remote support and assistance for automation systems 2. Focus on humane and efficient customer service 3. Development of potential in an inclusive environment Grupo Hi, headquartered in Cabedelo (Greater João Pessoa), Paraíba, operates nationwide across Brazil in areas including franchises, technology, machinery and equipment, hygiene and cleaning products, commerce, and services. We have a diverse team of exceptional 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 career growth process based on results and meritocracy. We believe in promoting our values through our brands, people, and products — advancing 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 employees, franchisees, and customers. **Key Responsibilities** Provide remote support to customers and franchisees, ensuring continuous operation of laundry automation systems. Serve as the first point of contact for resolving technical incidents, delivering humane and efficient service. **Daily Tasks** Receive, log, and track technical support tickets via the Help Desk system; Provide support for automation systems, computers, and networks; Install and configure software and peripherals; Perform preventive and corrective maintenance on equipment, documenting all actions taken; Guide customers and franchisees clearly and empathetically, ensuring a positive support experience. **What We’re Looking For** **Hard Skills** Experience in remote support and assistance (for customers and franchisees); Knowledge of automation systems and networking (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 pursued. **Benefits Offered** Meal voucher card; Transportation voucher or mobility allowance; Laundry credit: 60 minutes; Life insurance; Medical assistance – telemedicine; Wellhub (Gympass); Wellness 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 contract Selection Questions: * Are you available to work onsite in Intermares (Cabedelo - PB)? * Are you available to start immediately? * What is your expected salary? Work Location: Onsite