Junior Support Analyst

Jobtailor; Santana de Parnaíba; Presencial; BRL 67 000 - 100 000; Tempo integral

Resumo da oferta

Jobtailor is seeking an IT Support Technician in Brazil to handle tickets, perform backups, format machines and replace peripherals. You will work with users and teams to ensure tasks are completed within SLAs and ITIL guidelines.

Strong communication, collaboration, and problem-solving skills are essential. A related bachelor's degree and relevant certifications are preferred to support efficient service delivery.

Qualificações

• Bachelor's degree or equivalent higher education in Computer Science, Information Systems, Systems Analysis and Development, Information Technology Management, Computer Engineering, or Computer Networks.
• ITIL certification is a plus.
• Microsoft Windows certification is a plus.

Responsabilidades

• Handle support tickets within the SLA.
• Perform desktop backups.
• Route tickets to the appropriate resolution team.
• Format computers.
• Replace peripherals.
• Record support interactions in the ticketing system.
• Provide remote support.
• Monitor onsite tickets.
• Participate in meetings and daily stand-ups.
• Maintain clear and effective communication with users.
• Maintain positive relationships and collaboration with other teams.
• Suggest improvements.
• Create knowledge base articles.
• Follow ITIL processes.
• Request purchases of peripherals.

Conhecimentos

Ticket Management

Remote Support

Desktop Backup

Computer Formatting

Peripherals Replacement

Effective Communication

Collaboration

Problem-Solving

Formação académica

Bachelor’s degree or equivalent in Computer Science, Information Systems, Systems Analysis and Development, Information Technology Management, Computer Engineering, or Computer Networks

Ferramentas

ITIL Certification

Microsoft Windows Certification

Descrição da oferta de emprego

• Handle support tickets within the SLA
• Perform desktop backups
• Route tickets to the appropriate resolution team
• Format computers
• Replace peripherals
• Record support interactions in the ticketing system
• Open tickets with third-party providers
• Provide remote support
• Monitor onsite tickets
• Participate in meetings and daily stand-ups
• Maintain clear and effective communication with users
• Maintain positive relationships and collaboration with other teams
• Suggest improvements
• Create knowledge base articles
• Follow ITIL processes
• Request purchases of peripherals

Requirements

• Bachelor’s degree or equivalent higher education in Computer Science, Information Systems, Systems Analysis and Development, Information Technology Management, Computer Engineering, or Computer Networks.
• ITIL certification is a plus.
• Microsoft Windows certification is a plus.

Core Competencies

Demonstrates expertise in IT support processes, including ticket management, remote support, and effective communication with users. Proficient in ITIL methodologies and capable of creating knowledge base articles to enhance team collaboration and service delivery.

Highest-signal resume keywords

• ITIL Certification
• Microsoft Windows Certification
• Ticket Management
• Remote Support
• Desktop Backup

Hard Skills

• Ticket Management
• Remote Support
• Desktop Backup
• Computer Formatting
• Peripherals Replacement

Soft Skills

• Effective Communication
• Collaboration
• Problem-Solving

Certifications & Qualifications

• ITIL Certification
• Microsoft Windows Certification

Industry Keywords

• SLA
• Knowledge Base
• ITIL Processes

Tools & Technologies

• Ticketing System