This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Service Desk (Turno noturno 12x36) based in Brazil.
This is an opportunity to join an engineering team providing essential technical support in a dynamic, technology-driven environment.
Working on a 12x36 overnight schedule, you will act as the first point of contact for users, ensuring timely and effective resolution of technical requests and incidents.
The role combines service desk support, system monitoring, preventive maintenance, and incident management.
You will help maintain the availability and reliability of systems and equipment while minimizing operational impact for users.
When issues require deeper expertise, you will collaborate with second- and third-level teams to ensure appropriate escalation and resolution.
The position is ideal for a proactive professional with logical reasoning, a strong sense of urgency, and clear communication skills.
As a remote role, it offers the opportunity to work in a collaborative technical environment while supporting critical operations during the night shift.
Accountabilities
- Provide first-level technical support for customer requests through ticketing systems, email, and telephone.
- Register, document, and update all service interactions accurately in ticket management tools.
- Monitor customer environments, systems, and machines to identify potential issues and help ensure continuous availability.
- Perform preventive maintenance activities in customer environments according to established procedures.
- Maintain and monitor the monitoring system, ensuring that alerts and relevant technical information remain reliable.
- Receive, analyze, and execute service requests (SRs) from customers.
- Receive, investigate, and manage incident tickets, assessing their potential impact and urgency.
- Provide workarounds and temporary solutions when appropriate to minimize disruption to customers.
- Escalate incidents and service requests to second- and third-level technical teams when additional expertise is required.
- Maintain clear communication with users and internal teams throughout the support and resolution process.
Requirements
- Completed high school education.
- Basic computer and information technology knowledge.
- Basic knowledge of Windows and Microsoft Office.
- Basic knowledge of Unix environments.
- Availability to work the 12x36 overnight schedule.
- Clear, effective, and professional communication skills.
- Strong teamwork and collaboration skills.
- Initiative and proactive approach to identifying and addressing issues.
- Logical reasoning and analytical thinking.
- Critical thinking and a strong sense of urgency when handling incidents.
- Basic English proficiency, particularly for reading and writing technical information.
- Intermediate knowledge of IT systems and hardware is considered a plus.
- Previous customer-facing or public service experience is an advantage.
- Experience with ticket registration and service management tools is considered a plus.
Benefits
- Remote work option, with the possibility of working from company offices.
- Birthday day off.
- Flexible working arrangements.
- Food allowance.
- Meal allowance.
- Transportation allowance.
- No-dress-code workplace.
- WellHub fitness and wellness benefit.
- Medical insurance.
- Dental insurance.
- Partnerships with healthcare professionals and establishments.
- Postgraduate education allowance.
- Language learning scholarship.
- Training and professional development programs.
- Mentoring and tutoring programs.
- Home-office allowance.
- Childcare assistance.
- Life insurance.
- Employee referral bonus program.
- Profit-sharing program.
- HR support and employee well-being program.
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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