Junior IT Support Analyst

Description

As part of the Engineering team, you will act as remote customer service and support for a major client in the national telecommunications sector, providing technical support to users and ensuring timely and satisfactory solutions. You will be responsible for monitoring and ensuring system availability, responding promptly to reported requests and failures. **Responsibilities and duties** You will be responsible for: * Handling client requests via system, email, and phone; * Recording and updating service interactions in ticket management tools; * Monitoring the client environment, checking systems and machines to ensure full operation; * Analyzing and performing preventive maintenance in client environments; * Receiving and executing service requests (SR) from clients; * Receiving and analyzing incident tickets; * Providing workarounds to minimize impact on the client; * Activating and escalating to other teams when necessary; * Documenting and updating knowledge bases; **Requirements and qualifications** What you need to know: * Basic knowledge of computer science and Windows operating systems, and basic notions of Linux/Unix; * Proficiency in using systems and tools from the Office/Microsoft 365 package; * Notions of information security and identity and access management (IAM); * Notions on the operation of logical software asset management tools (such as Microsoft Intune/SCCM); * Basic notions of the ITIL methodology. What you need to have: * Completed higher education in the IT field; * Clear and efficient communication; * Ability to work in a team, proactivity, and excellent logical reasoning * Strong sense of urgency, critical mindset, and ability to prioritize in handling calls with aggressive SLA deadlines * Basic English (Reading, Writing); You stand out if you have: * Previous experience in IT support; * Experience with the trouble\-tickets tool ServiceNow; * Basic knowledge of audit rules in corporate processes (SOX controls); * Initial certifications in ITIL or technologies related to logical security (IAM), operating systems, or Microsoft Intune/SCCM; **Additional information** At Icaro, we strongly encourage our professionals to cultivate our Culture, and although each person has their own way of being, we all have something in common: we are Icaronauts **What makes us a Great Place to Work?** **Day\-to\-day:** * Work anywhere: you can work remotely or from one of our offices * Birthday Off * Flexible hours * Food voucher * Meal voucher * Transportation voucher * No dress code **Health and well\-being:** * WellHub * Health insurance plan * Dental insurance plan * Partnerships with professionals and establishments **Continuous development:** * Post\-graduation assistance * Language scholarship * Training and capacity building program * Tutoring and mentoring program **Support and care:** * Home Office assistance * Daycare assistance * Life Insurance * Reward for referrals * Profit sharing * Breaktime: HR follow-up **Who are we?** Since 1997, Icaro Tech has used the power of knowledge and information technology to offer the best solutions in **Intelligent Operations** and has as its main mission to simplify people's lives!!! Reasons to work with us: * We cultivate a positive and collaborative environment * Our leadership is always open * We invest in our talents * We are passionate about technology * We are dissatisfied with unmet results *\#WeAreATeam*