Junior Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Junior Support Engineer based in Brazil.

We are seeking a motivated Junior Support Engineer to help maintain the reliability and performance of a global digital testing platform. In this role, you will support cloud-based and on-premises infrastructure, troubleshoot hardware, software, and network issues, and respond to incidents affecting critical services. You will work closely with technical teams and data center personnel across international locations to diagnose problems and restore service quickly. From monitoring alerts to customer-reported incidents, you will take ownership of support tickets and follow them through to resolution. This opportunity is ideal for an early-career IT professional eager to develop practical troubleshooting skills in a collaborative, fast-paced technical environment. You will also contribute to improving operational processes, documentation, and service reliability while learning from experienced engineering teams.

As a Junior Support Engineer, you will help ensure the stability and availability of devices, servers, networks, and supporting infrastructure. You will manage incidents from initial identification through resolution, coordinate with relevant teams, and contribute to a consistent and responsive support process.

• Triage and respond to incident and outage tickets generated by automated monitoring systems or customer reports.

• Track support tickets through resolution, ensuring issues are handled within established service-level agreement (SLA) response times.

• Collaborate with internal technical teams and escalate incidents appropriately when additional expertise is required.

• Coordinate with global sites, data center technicians, and on-site support personnel to troubleshoot and recover unresponsive hardware and services.

• Work with cloud and on-premises infrastructure teams to investigate technical disruptions and restore service.

• Troubleshoot mobile device hardware, software, operating system, and network connectivity issues.

• Participate in an on-call rotation to provide continuous incident response and support coverage.

• Follow established incident management procedures to resolve issues efficiently, reliably, and consistently.

• Document troubleshooting workflows, recurring problems, and operational playbooks to improve team effectiveness.

• Assist with maintenance, upgrades, and updates to critical software and network infrastructure.

• Support or recommend device deployments, upgrades, and ongoing maintenance activities.

• Communicate clearly with customers, technical colleagues, and other stakeholders throughout the incident lifecycle.

• Collaborate with remote team members to maintain productive working relationships and share technical knowledge.

• Provide feedback on recurring incidents, operational challenges, and process improvements to strengthen support operations.

Requirements:

The ideal candidate is an enthusiastic early-career technical professional with foundational IT knowledge, a structured approach to troubleshooting, and a strong commitment to customer support. You should be eager to learn new tools, take ownership of technical issues, and collaborate effectively with distributed teams.

• Between 0 and 2 years of experience in technical support or a comparable role.

• Bachelor's degree in Computer Science or a related field, or equivalent qualifications.

• Basic knowledge of incident response involving network and software infrastructure.

• Understanding of networking fundamentals, including LAN, WAN, VLANs, firewalls, switches, and wireless access points.

• Familiarity with operating systems such as Linux, macOS, Android, and iOS.

• Knowledge of command-line tools and Unix-like environments, including SSH, SCP, Bash, cURL, Vim, Python terminal tools, ping, and tcpdump.

• Familiarity with collaboration and issue-tracking tools such as Google Workspace, Jira, Slack, and Zoom.

• Understanding of service desks, SLAs, escalation procedures, on-call rotations, and common workflow practices such as sprints and Kanban.

• Strong analytical and problem-solving skills, with a systematic approach to identifying root causes and resolving issues.

• Excellent written and verbal communication skills.

• A proactive, technology-oriented mindset and willingness to learn new tools, systems, and processes.

• A customer-focused attitude and commitment to resolving support requests in a timely and effective manner.

• Strong prioritisation and time-management skills, with the ability to assess requests according to urgency and business impact.

• Willingness to cross-train with other IT team members and contribute to a broader shared knowledge base.

• A strong sense of ownership, accountability, and attention to detail.

Benefits:

• Opportunity to gain hands-on experience supporting global cloud and on-premises infrastructure.

• Practical exposure to incident management, networking, mobile devices, and systems troubleshooting.

• Collaboration with experienced technical and engineering teams across international locations.

• Opportunities to develop technical skills through cross-training and exposure to new technologies.

• The opportunity to contribute ideas that improve operational processes, documentation, and service reliability.

• Salary, healthcare coverage, paid leave, and other employment benefits were not specified in the source description.