WP SUPPORT ANALYST PL

Description

Job Summary: Work as an IT support professional, handling service requests, logging issues, resolving incidents, providing guidance, and ensuring high-quality support service. Key Highlights: 1. Opportunities for professional development and continuous learning. 2. Innovative environment that demands agility and results delivery. 3. Recognition of individual agency in one's career journey and support for career advancement. Join Simpress, the leading IT outsourcing company in Brazil! Our mission is to make our customers' lives easier. We foster an innovative environment that demands agility and results delivery. We value continuous learning and offer opportunities for every professional to grow, take ownership of their career path, and advance professionally. If you resonate with our way of working, join our team of \#Simlovers! **Responsibilities and Duties** Respond to and log support tickets received from users of clients registered in the management system; Use the Knowledge Base to resolve ticket-related requests documented in clients' operational environments; Classify tickets by category according to client-defined guidelines and register them in the support queue; Guide users when their requests fall outside the scope of services contracted by the client and provide appropriate instructions; Provide telephone and/or remote support following established protocols, ensuring effective and high-quality solutions; Resolve incidents such as unauthorized access, virus infections, and software reinstallation; Log and forward tickets related to telephony issues, infrastructure problems, service requests, equipment damage, data recovery, and situations requiring on-site intervention; Perform preliminary analysis of incoming tickets, resolving those that can be addressed immediately and creating tickets for critical cases requiring escalation; Provide user support regarding the operation of applications installed and documented in clients' operational environments; Comply with and maintain performance metrics defined in client contracts; Close resolved tickets in the Service Desk, documenting the solution in the ticket management system; Perform other similar and/or related tasks as required. Understand environmental aspects and impacts associated with one's activities, apply the company's established sustainable practices, and suggest improvements to SGI performance where possible. Identify and implement sustainability actions within one's area of activity. **Requirements and Qualifications** Bachelor's degree completed in Computer Science or related fields; English fluency; Networking knowledge; Mobile applications and devices; Familiarity with ticket management tools; Understanding of software system capabilities and limitations; Modeling tools; Testing tools; Requirements analysis; Microsoft Office Suite. 3 to 5 years **Additional Information** Check out the benefits included in this role: Profit Sharing (PLR): Above-market recognition rewarding achievements built together. Health and Well-being: Medical and dental insurance for employees and dependents; Telemedicine with no co-payment; Mental Health and Healthy Eating programs; Wellhub. Meal or Food Allowance. Birthday Day Off. Development: Sim University: our corporate university offering courses and learning paths to encourage continuous learning and professional growth; Educational partnerships with recognized academic institutions. Employee Referral Program: Here, great referrals to join our team are acknowledged.