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Job Summary: We are seeking talents to provide technical support, diagnose, and resolve network infrastructure failures, driving digital transformation with intelligence. Key Highlights: 1. Technical support and ticket registration via multiple channels 2. Customer infrastructure monitoring and network troubleshooting 3. A collaborative, flexible, and connected environment focused on learning and growth At Vivo Vita, we are technology specialists in network infrastructure and cybersecurity, with a clear purpose: to drive digital transformation with intelligence, security, and innovation. Here, we turn strategy into impact. We create solutions that optimize processes, strengthen operational resilience, and build more secure digital environments. We believe the future is built by people. Therefore, we seek talents who want to learn, grow, and co-create with us in a collaborative, flexible, and connected environment. We value creativity, initiative, and the desire to transform challenges into tangible results. We are committed to providing cutting-edge technology, continuous development, and experiences that expand each individual's potential. Join a team that innovates, inspires, and transforms tomorrow. **Responsibilities and Duties** * Respond to and register technical tickets via phone, e-mail, chat, or support portal; * Perform initial fault diagnosis and apply solutions according to knowledge base and established procedures; * Resolve incidents and requests whenever possible during first contact, minimizing unnecessary escalations; * Monitor and oversee customer infrastructure using network management tools (NMS, Zabbix, PRTG, etc.); * Execute basic troubleshooting actions for SDWAN, SDLAN, and SDWIFI solutions, identifying connectivity, routing, and configuration issues; * Provide support for Captive Portal functionalities, including user authentication and access rules; * Apply basic network security guidelines for managed networks, such as IP/MAC blocking and simplified firewall policy adjustments; * Escalate complex incidents to higher-level support (N2/N3), ensuring thorough and well-documented triage; * Maintain clear and efficient communication with customers, ensuring a positive support experience; * Contribute to and update the knowledge base with new solutions and procedures identified daily; * Adhere to SLA policies and best practices for technical support and service delivery. **Requirements and Qualifications** * Teamwork; * Flexibility; * Completed or currently pursuing a Bachelor’s degree in Information Technology or related fields. **Additional Information** **Benefits for a Vitalent:** * Meal allowance (Pluxee Benefits); * Medical and dental assistance (extendable to dependents); * Childcare allowance; * Life insurance; * Private pension plan; * Birthday day off (1 day off within the birthday month); * Profit-sharing program; * Exclusive Vivo employee offer (50% discount on bill under your name), with special discounts on landline, broadband, and TV services; * Discounts on universities, courses, and extensions; * Partnerships with Sesc and Senai; Wellness Programs * We are **Vivo Vita**, an integrator of services and solutions from the **Telefônica Group**. We operate in an aggregating and consistent manner, integrating solutions for the technology market. Our portfolio includes Connectivity, Mobility, Collaboration, Video, Automation, Datacenter, and Virtualization solutions, as well as advanced services, Consulting, and Managed Services to ensure availability of the most complex technological environments; Join Vivo Vita!
