Job Summary: Provide specialized technical support to customers, performing advanced diagnostics, protocol analysis, and network process optimization. Key Highlights: 1. Specialized technical support and advanced diagnostics 2. Protocol analysis and process optimization 3. Network equipment configuration and audits **Your daily responsibilities will include:** \- Delivering technical support to customers referred by the Customer Service Center (SAC) and the B2B channel, ensuring efficient resolution of requests and performing advanced diagnostics; \- Analyzing recurring technical visit protocols to identify root causes and proposing preventive actions to reduce recurrence; \- Evaluating open technical visit protocols, validating primary reasons, and identifying issues that can be resolved remotely to avoid unnecessary on-site visits; \- Daily registration and analysis of protocols closed by Specialized Support, verifying correct categorization and mapping the most frequent occurrences; \- Performing configurations and parameterizations of network equipment, such as routers and ONTs; \- Conducting internal and external audits related to maintenance, recurrence, and service quality; \- Supporting continuous improvement of technical support processes through analysis, reporting, and optimization suggestions. **To succeed in this role, you must have:** \- A communicative, organized, analytical profile, proactive attitude, and high adaptability to change; \- Completed or ongoing undergraduate degree in IT or related fields; \- Intermediate proficiency in Microsoft Office Suite; \- Intermediate knowledge of FTTH networks, optical fiber, CTO, and fault diagnostics; \- Experience in Level 1/Level 2 technical support within telecommunications companies, including router, ONT, and other network equipment configuration; \- Availability to work either from **08:00 to 17:00** or from **14:00 to 22:00**; \- Residence in Marília/SP. **Benefits we offer:** \- Medical assistance; \- Pharmacy partnership; \- Group life insurance; \- Internet plan; \- Birthday Day Off; \- Meal allowance and food voucher; \- Transportation voucher. Employment type: Direct hire (CLT) Compensation: R$2,000.00 \- R$3,000.00 per month Selection questions: * Is this your first selection process with us, or have you previously participated in any? * Do you know anyone who works at Way? Work location: On-site