WP SUPPORT ANALYST PL

Description

Job Summary: Respond to and log support tickets, resolve IT incidents, guide users, and ensure effective customer service in accordance with established protocols. Key Highlights: 1. Opportunities for professional development and growth 2. Innovative environment that values continuous learning 3. Focus on making customers' lives easier Join Simpress, Brazil's leading IT outsourcing company! Our mission — making customers' lives easier — drives everything we do. We foster an innovative environment demanding agility and delivery excellence. We value continuous learning and provide opportunities for every professional to grow, take ownership of their career journey, and accelerate their professional advancement. If our way of being resonates with you, 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 service queue; Guide users when their requests fall outside the scope of services contracted by the client and provide appropriate instructions; Deliver support via phone and/or remote access 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; Conduct preliminary analysis of received 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; Meet and maintain metrics defined in client contracts; Close resolved tickets in the Service Desk, recording 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** Completed Bachelor’s degree in Computer Science or related fields; Fluency in English; Knowledge of networking; Applications and mobile devices; Familiarity with ticket management tools; Understanding of software system capabilities and limitations; Modeling tools; Testing tools; Requirements analysis; Microsoft Office Suite. 3–5 years **Additional Information** Check out the benefits included in this journey: Profit Sharing (PLR): Recognition above market average, rewarding achievements built together. Health and Well-being: Medical and dental assistance for employees and dependents; Telemedicine without copayment; 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 that encourage continuous learning and professional growth; Educational partnerships with recognized institutions. Referral Program: Here, great referrals to join our team are duly recognized.