Junior Technical Support Analyst

Description

Job Summary: We are seeking a Junior Technical Support Analyst to work on-site in Fortaleza — ideal for professionals looking to gain hands-on experience in technical support, networking, Linux, and mission-critical environments. Key Highlights: 1. Technical incident handling, triage, and initial diagnosis 2. Resolution of low- and medium-complexity requests related to systems and infrastructure 3. Technical support to mid-level and senior analysts At **Smartspace**, we develop technological solutions that transform communication between businesses and customers through digital and omnichannel platforms. We value collaboration, continuous learning, autonomy, and results-oriented focus — bringing together professionals who enjoy technical growth and contributing to high-performance operations. We are looking for a **Junior Technical Support Analyst** to work on-site in **Fortaleza \- CE.** This opportunity is ideal for early-career professionals seeking practical experience in technical support, networking, Linux, and mission-critical environments. If you love technology, solving problems, and learning every day, **this role may be right for you.** Here, you’ll find a collaborative environment with room for growth, technical learning, and career development. We seek curious, committed individuals eager to co-create solutions with us. **Responsibilities and Duties** * Provide initial customer support, logging and tracking incidents within defined SLAs; * Perform triage, analysis, and initial diagnosis of technical incidents; * Resolve low- and medium-complexity issues related to systems, connectivity, and infrastructure; * Escalate complex incidents with clear information handover to higher-tier teams; * Perform installation, configuration, and parameterization of Smartspace platforms; * Assist in environment monitoring, as well as backup and data recovery routines; * Maintain clear and continuous communication with customers during support interactions; * Document performed procedures and contribute to knowledge base updates; * Support mid-level and senior analysts in technical tasks and operational improvements; * Work rotating operational shifts, including availability for travel and on-call duties. **Requirements and Qualifications** * Completed technical education or ongoing/completed undergraduate degree in IT, Information Systems, Computer Engineering, or related fields; * Basic knowledge of Linux and TCP/IP networking; * Experience with SQL and PostgreSQL databases (administration, optimization, and critical issue resolution); * Familiarity with troubleshooting methodologies for incident identification and resolution; * Practical exposure to DNS, DHCP, HTTP, and information security (Firewall); * Basic knowledge of VoIP telephony (SIP protocol, E1, PABX, Call Center); * Understanding of web services (APIs, REST and SOAP standards) and AI-based support tools; * Proactive, analytical, organized profile with strong sense of priority; * Availability for on-site work in Fortaleza, rotating shifts, and operational hours. **Preferred Qualifications:** * Network and equipment management and monitoring experience; * Familiarity with simple scripting and automation; * In-depth knowledge of Linux, VoIP, and databases; * Basic English proficiency. **Additional Information** At **Smartspace**, we care about you comprehensively — both at work and beyond. **OUR BENEFITS** * **Flexible Food Benefits:** Meal/food card \+ Flexible Benefit Card for everyday use. * **Health and Well-being First:** Internal Health and Well-being Program with ongoing initiatives \+ 2 psychology sessions/month \+ 1 nutritional assessment/month \+ up to 70% discount on medications. * **Security for You and Your Family:** Health Insurance \+ Dental Insurance \+ Life Insurance * **Enhanced Quality of Life:** Access to Wellhub to maintain physical and mental balance. * **Your Day, Your Way:** Birthday Day Off to celebrate as you wish. * **Continuous Growth:** Corporate Education Incentive to support your professional development. * **Recognition for Results:** Performance-based bonus, valuing your contributions and impact. With over 19 years in the market and more than 300,000 active users, Smartspace is the #1 Brazilian manufacturer and technology provider of 100% homegrown corporate communication solutions for companies of all sizes and industries. Our solutions provide the necessary support to integrate, monitor, and manage diverse information channels — enhancing service quality and responsiveness for businesses committed to customer and employee satisfaction. We deliver collaboration solutions (Customer Employee), contact center (CCaaS), customer engagement (CRM) systems, unified communications (UCaaS) tools, and integrations with leading market APIs and service channels — connecting businesses to success. We are the evolution in workforce management! \#SyncWithLife