Junior Service Analyst – IT Technical Support

Jobtailor; Curitiba; Presencial; BRL 60 000 - 95 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a field service technician to monitor and diagnose performance of electronic equipment across notebooks, desktops, tablets, phones, and voting devices. You will coordinate with service centers, track tickets, and ensure deadlines and SLAs are met.

You will perform maintenance, analysis of failures, prepare reports and KPIs, and help train field teams on diagnosis and repair, contributing to product reliability and customer satisfaction.

Qualificações

• Technical education in Electronics, Mechatronics, or related fields.
• Experience with maintenance and technical support for notebooks, desktops, tablets, or electronics.
• Knowledge of hardware assembly/disassembly and diagnostics.
• Analytical skills for root-cause analysis.
• Good communication with customers, service centers and teams.
• Proactive, organized and able to manage multiple tasks.

Responsabilidades

• Monitor and analyze performance of field equipment, identifying deviations and failures.
• Manage after-sales incidents, recording issues and directing to accountable areas.
• Interface with customers, service centers, and internal teams to track tickets and SLA compliance.
• Provide technical support on diagnosis, maintenance, assembly and preparation for field teams.
• Prepare reports and KPIs to support decision-making and monitor warranty costs.
• Manage warranty processes and inventory to meet service demands.

Conhecimentos

Troubleshooting

Field service

Electronics

Communication

Analytical

Organization

Formação académica

Electronics/Mechatronics education

Systems Analysis/CS degree

Descrição da oferta de emprego

Responsibilities

• Monitor and analyze the performance of field equipment (notebooks, desktops, tablets, mobile phones, electronic voting machines, kiosks and other solutions), identifying deviations, recurring failures and opportunities to improve products and processes.
• Manage and follow up after-sales incidents, recording, investigating and directing technical issues to the responsible areas, contributing to root‑cause identification and implementation of corrective actions.
• Act as an interface between customers, Authorized Service Centers and internal departments, tracking tickets, requesting updates and ensuring compliance with established deadlines and service levels (SLA).
• Provide technical support to the network of Authorized Service Centers, offering guidance on diagnosis, maintenance, assembly and disassembly of equipment, and assisting in preparing field teams for support of new products.
• Assess failures reported in the field, perform technical analyses, request sample units when necessary and support investigations to ensure accurate diagnoses.
• Prepare reports and KPIs for the area, monitoring failure rates, warranty costs, product performance and other strategic information to support decision‑making.
• Manage warranty processes with the authorized network, ensuring correct execution of procedures and compliance with agreed standards.
• Control inventory and parts movement, monitoring availability of items required to meet technical support demands.
• Support technical training for field teams and the authorized network, sharing knowledge on maintenance, diagnosis and repair of equipment.
• Work in a dynamic environment, handling multiple simultaneous demands with a focus on problem solving, a sense of urgency, proactivity and communication across different areas of the organization.

Requirements

• Technical education in Electronics, Mechatronics, Electrotechnics, IT or related fields; or degree/ongoing studies in Systems Analysis and Development, Computer Engineering, Electronic Engineering, Electrical Engineering, Information Systems or related areas.
• Experience with maintenance, diagnosis and technical support for notebooks, desktops, tablets, mobile phones or electronic equipment.
• Knowledge of assembly and disassembly, fault identification and hardware diagnostics.
• Analytical skills for investigating failures, validating recurring issues and proposing technical solutions.
• Good communication skills for interacting with customers, service centers, suppliers and internal teams.
• Proactive, organized profile with a sense of urgency, ability to work in dynamic environments and manage multiple simultaneous demands.
• Knowledge of after-sales processes, technical support procedures and product performance indicators is desirable.
• Interest in technology, hardware and technical analysis of electronic equipment.

Core Competencies

Demonstrates expertise in technical support, maintenance, and diagnosis of electronic equipment, with a strong focus on after-sales processes and performance analysis. Proficient in managing customer interactions and ensuring compliance with service levels while effectively training field teams.