**Job Opening: Customer Support Analyst Level 1 and Level 2** ---------------------------------------------------- ### **Location:** Remote, with occasional on\-site visits to the client \- São Paulo capital ### **Working Hours:** Business hours (or as per shift schedule) ### **About the Position** We are seeking a **Customer Support Analyst Level 1 and Level 2** to provide user support, ensure system stability, resolve incidents, and deliver outstanding technical support. This professional will be responsible for both initial user assistance and technical analysis of more complex requests. ### **Key Responsibilities** * Provide user support via ticketing systems, email, phone, or chat; * Log, classify, prioritize, and track tickets in accordance with SLA; * Deliver **Level 1** support by resolving low\-complexity incidents; * Deliver **Level 2** support by analyzing and resolving medium\-complexity incidents; * Identify root causes and propose corrective and preventive solutions; * Provide support for corporate systems and internal applications; * Conduct testing, validation, and post\-fix follow\-up; * Escalate tickets to higher levels when required; * Document procedures, solutions, and recurring incidents; * Assist users and advise on best practices for system usage; * Interface with infrastructure, development, and vendor teams. ### **Requirements** * Bachelor’s degree completed or in progress in **Information Technology** or related fields; * Experience in technical support at **Level 1 and Level 2**; * Knowledge of **Service Desk / ITSM** tools; * Familiarity with **ITIL**; * Knowledge of operating systems: **Windows and/or Linux**; * Basic understanding of networking, access controls, and permissions; * Strong communication skills and analytical mindset; * Organized, with a problem\-solving focus. ### **Preferred Qualifications** * Experience in the Telecommunications area; * Experience in corporate environments or mission\-critical systems; * Knowledge of databases (basic queries); * Experience with environment monitoring; * Experience working in Agile environments.