This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista Suporte Jr N1 based in Brazil.
This is a fully remote Level 1 IT Support opportunity focused on delivering efficient, user-centered technical assistance.
You will be responsible for receiving, documenting, categorizing, and resolving user requests through established support processes.
The role combines first-contact troubleshooting with ticket management, remote assistance, and appropriate escalation of more complex incidents.
You will support users with infrastructure, hardware, software, access, and other common IT-related issues.
Attention to detail and accurate documentation will be essential to maintaining service quality and effective incident tracking.
The position offers an opportunity to develop practical IT support experience within a structured service environment.
The schedule follows a 6x1 remote model, from 8:00 AM to 4:12 PM, with Saturday arrangements to be defined.
Receive and register user requests through the designated IT service management or ticketing system.
Categorize and prioritize tickets according to established procedures and service requirements.
Provide support by phone and/or remote access, aiming to resolve eligible requests during the first interaction whenever possible.
Assist users with questions related to IT infrastructure, software, access, and available technology resources.
Perform initial troubleshooting for incidents involving unauthorized access, viruses, software installation or reinstallation, and other technical issues.
Identify and resolve tickets eligible for First Call Resolution (FCR).
Register and appropriately escalate critical incidents to the responsible technical teams.
Route requests involving hardware, software, infrastructure, services, data recovery, or issues requiring on-site intervention to the appropriate teams.
Maintain complete and accurate records of interactions, troubleshooting steps, and solutions within the ticketing system.
Monitor assigned requests and ensure proper follow-up until resolution or escalation.
Completed higher education degree.
Previous experience or practical knowledge in IT service desk, technical support, or user assistance.
Familiarity with ITSM and ticket-management tools.
Basic knowledge of computer hardware, software, and IT infrastructure.
Knowledge of operating systems and software installation and reinstallation procedures.
Basic troubleshooting skills and the ability to investigate technical issues systematically.
Strong verbal and written communication skills.
Organization and attention to detail when documenting and following up on service requests.
Ability to identify priorities and escalate incidents appropriately according to established procedures.
Ability to work independently and maintain productivity in a fully remote environment.
Availability to work a 6x1 schedule, from 8:00 AM to 4:12 PM, with Saturday arrangements defined according to operational needs.
100% remote work model.
Meal or food allowance.
Discounts on courses, universities, and language institutions.
Access to an online learning platform with free, updated courses and certificates.
Mentoring opportunities.
Medical assistance.
Dental assistance.
Discounts and benefits at partner establishments.
Travel benefits and discounts.
Pet-related benefits and partner services.
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