IT ASSISTANT

Description

Job Summary: We are seeking a proactive and detail-oriented professional to manage and evolve the GLPI platform, ensuring excellence in ITIL processes and productivity automation. Key Highlights: 1. Work at the heart of IT operations to optimize processes. 2. Ensure the health and organization of the GLPI service management platform. 3. Propose automations to reduce manual work for the infrastructure team. We are Alloha Fibra, the largest independent company and the third-largest FTTH (Fiber to Home) optical fiber provider in Brazil. We operate a fiber-optic network spanning over 110,000 kilometers and serve more than 1.6 million customers. With nine integrated commercial brands, we are present from north to south across the country and were the fastest-growing fixed broadband provider in Brazil in 2022\. Our team comprises over 4,000 employees who share the same purpose: connecting people, ideas, and businesses, promoting digital and social inclusion in Brazil, and united by shared values. We’d love to meet you! We seek a proactive and detail-oriented professional to work at the core of our IT operations. Your primary mission will be to ensure the health, organization, and evolution of our service management platform (GLPI), guaranteeing that our ITIL processes are executed with excellence and that automation consistently supports our productivity. \#oquecorrepelanossafibra \#timedefibra **Responsibilities and Duties** * Perform technical configuration, maintenance of entities, groups, users, and access profiles. * Ensure installation, configuration, and maintenance of plugins. * Develop and refine ticket workflows, action automations, and business rules. * Extract data from GLPI to build performance indicators (SLAs, volume, satisfaction) and managerial reports. * Serve as the focal point for advanced questions regarding platform usage and ensure adherence to documentation best practices. * Identify bottlenecks in current processes and propose automations to reduce manual work for the infrastructure team. * Directly interact with the database (MySQL/MariaDB) for analysis and corrections. **Requirements and Qualifications** * Proficiency with the tool (form configuration, notifications, SLAs, and components). * Solid understanding of ITIL v3 or v4 fundamentals (especially Incident, Request, Change, and Asset Management). * Ability to generate reports and interpret service desk metrics. * Familiarity with programming logic or tools enabling GLPI integration with other systems. * Skill in creating clear and objective manuals and knowledge bases. * Strong analytical ability, clear technical communication, and results orientation. * Familiarity with MySQL/MariaDB databases. * Experience with ITSM tools. * Autonomous, solution-oriented profile. * Ability to serve as a technical focal point. * Strong communication skills with both technical and business areas. Differentiators * Proven solid experience with MySQL/MariaDB databases. * Experience with integration and automation tools (N8N, APIs, and Python/PowerShell scripts). * Experience with Dashboards (Metabase, PowerBI, or Streamlit). * Knowledge of Linux. * Basic PHP knowledge. **Additional Information** * Dental care coverage. * Meal allowance. * Life insurance. * Transportation allowance. * Giga Inclusão – support for dependents with disabilities (PCD). * Total Pass. * Birthday day off. * Extended maternity leave (180 days) and paternity leave (20 days). * Psicologia Viva (if enrolled in Amil health plan). * E-learning platform on the intranet. * Tour House: 5% to 12% discounts on airfare purchases, hotel reservations, and car rentals. * Movida: 10% discount applied to daily rental rates. * Samsung Partnership Portal. With the purpose of **connecting people, ideas, and businesses, promoting digital and social inclusion in Brazil**, Alloha Fibra is today the largest independent optical fiber group in the country. This is possible thanks to a team of 5,000 people who pursue **quality and excellence** in everything they do, always focused on delivering the best products, services, and customer support. **We value diversity**, represented by our employees and customers across all regional and social dimensions — as we operate in 864 cities across 22 Brazilian states, with a fiber-optic network exceeding 140,000 kilometers and 1.6 million subscribers. Here, you’ll find one unified team, operating **interconnected**, focused on **always doing the right thing**. Honesty, integrity, transparency, and ethics define our culture — the Alloha Way — transforming our environment into a collaborative space committed to people and business sustainability. For more information, visit https://alloha.com/