Level 2 Technical Support - Telecommunications

Description

Job Summary: We are seeking committed and analytical professionals to join our Level 2 Technical Support team, ensuring service quality and continuous process improvement. Key Highlights: 1. Handling medium- and high-complexity technical support tickets 2. Analysis and diagnosis of connection, equipment, and network failures 3. Opportunity to work on complex requests and develop expertise Join our Technical Support team! We seek committed professionals with an analytical mindset and a problem-solving focus to work in Level 2 Technical Support, ensuring service quality and delivering the best experience for our customers. Here, you will handle more complex requests, deepen your technical knowledge, and directly contribute to continuous process improvement. **Responsibilities and Duties:** * Handle and resolve medium- and high-complexity technical support tickets; * Analyze and diagnose connection, equipment, and network failures; * Provide support and guidance to field technicians during external service calls; * Monitor incidents and meet SLA requirements; * Validate and provision equipment; * Collaborate with other departments to resolve requests; * Identify recurring issues and propose improvements; * Maintain detailed records of all actions taken in the system. **Requirements and Qualifications** * Experience in technical support (Level 2 or advanced Level 1 preferred); * Knowledge of networks, equipment, and failure diagnosis; * Strong communication skills and ability to work effectively in a team; * Analytical and proactive mindset; * Ability to work under pressure and manage multiple concurrent tasks; * Commitment to continuous learning and professional growth. **Preferred Qualifications:** * Technical diploma or bachelor’s degree in Networks, Telecommunications, or related fields; * Prior experience with Internet Service Providers (ISPs); **Benefits:** * Salary negotiable; * Meal allowance: BRL 25.00/day; \| Transportation allowance: BRL 11.20/day; * Health insurance; * Dental insurance; * Gympass; Minimum Education: Technical Diploma