This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Service Desk (Turno diurno 12x36) based in Brazil.
This role offers the opportunity to join an engineering team providing first-level technical support for a major telecommunications customer.
Working on a daytime 12x36 schedule, you’ll serve as a key point of contact for users and help maintain reliable day-to-day operations.
You’ll monitor systems and infrastructure, respond to incidents, and ensure service requests are handled efficiently.
The position combines technical troubleshooting, proactive monitoring, ticket management, and customer support.
You’ll work closely with second- and third-level teams, escalating complex issues while providing effective workarounds whenever possible.
Success in this role requires clear communication, logical reasoning, urgency, and a strong commitment to customer experience.
It is well suited to someone looking to strengthen their IT support skills in a collaborative and technology-focused environment.
Accountabilities
- Provide first-level support for customer requests through ticketing systems, email, and telephone.
- Register, document, and track all customer interactions and service requests using ticket management tools.
- Monitor the customer environment, including systems and machines, to help ensure availability and stable operation.
- Receive, analyze, and respond to incident tickets, identifying appropriate solutions or workarounds to minimize customer impact.
- Execute service requests and preventive maintenance activities within the customer environment.
- Maintain and monitor monitoring-system functionality to support effective detection of operational issues.
- Investigate reported failures and technical issues, applying appropriate troubleshooting procedures.
- Provide temporary solutions when necessary to reduce service disruption while permanent resolutions are developed.
- Escalate incidents and requests to second- or third-level technical teams when additional expertise is required.
- Maintain clear communication with users and internal technical teams throughout the resolution process.
Requirements
- Completed high school education.
- Basic knowledge of computers, Windows, and Microsoft Office.
- Basic familiarity with Unix environments.
- Availability to work a daytime 12x36 shift schedule.
- Clear, effective written and verbal communication skills.
- Strong teamwork and collaboration abilities.
- Initiative and a proactive approach to identifying and resolving issues.
- Logical reasoning and critical-thinking skills for technical troubleshooting.
- Strong sense of urgency and ability to prioritize customer-impacting incidents.
- Basic English proficiency, particularly for reading and writing technical information.
- Intermediate knowledge of IT systems and hardware is an advantage.
- Previous customer service or public-facing support experience is a plus.
- Experience using ticketing or service-management tools is desirable.
Benefits
- Fully remote working model.
- Possibility of working remotely or from company offices, depending on circumstances.
- Birthday day off.
- Flexible working arrangements.
- Food allowance and meal allowance.
- Transportation allowance.
- Health insurance.
- Dental insurance.
- WellHub access and wellbeing partnerships.
- Partnerships with professionals and service providers.
- Postgraduate education assistance.
- Language-learning allowance.
- Training and professional development programs.
- Mentoring and tutoring opportunities.
- Home-office allowance.
- Childcare assistance.
- Life insurance.
- Employee referral bonus program.
- Profit-sharing participation.
- HR wellbeing and employee support initiatives.
- Inclusive workplace and collaborative team culture.
- Opportunity to work with technology and support a major telecommunications environment.
- The position is also open to Persons with Disabilities (PwD).
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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