Página da Vaga | Analista de Suporte Bilíngue

Sigga Technolgies; Belo Horizonte; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A technology solutions company in Belo Horizonte is seeking an IT customer service professional with a focus on Level 1 Support. The role involves ticket triage, classification, and resolution of common issues while mentoring junior staff. Candidates should have a minimum of four years of IT customer service experience, familiarity with ITIL concepts, and ideally hold an IT-related degree or certification. Benefits include health insurance, meal vouchers, and more.

Serviços

Meal Voucher / Food Allowance

Health Insurance

Dental Plan

Transportation Allowance / Parking Discount

Employee Assistance Program

Pharmacy Discount Program

Gympass

Life Insurance

Qualificações

• Minimum of four years of IT customer service experience.
• Ongoing or completed an IT-related degree.
• Familiarity with ITIL concepts and incident lifecycle.

Responsabilidades

• Responsible for first line support, focusing on ticket triage and resolution.
• Mentor Junior Analysts in triage best practices.
• Lead initiatives to improve triage efficiency and first-time resolutions.

Conhecimentos

IT customer service experience

ITIL concepts

Formação académica

IT-related degree

Descrição da oferta de emprego

Job description

About Sigga Technologies

Sigga is a global leader in Enterprise Asset Management (EAM) solutions. Our mission is to empower asset-intensive businesses—in sectors like manufacturing, oil & gas, mining, utilities, food & beverage, chemicals, and many others—to achieve their digital transformation.

We do this by connecting frontline maintenance workers, operations teams, EHS (Environmental, Health, and Safety) roles, and maintenance planners & schedulers directly to SAP with a powerful, mobile, no-code platform. Our solutions (like EAM Empower and Planning & Scheduling) replace paper, eliminate inefficiencies, and give teams the data they need to boost productivity, increase asset uptime, and drive real-world profitability. As we scale our impact, we're looking for a dynamic leader to drive our growth engine

Main responsibilities

Support – Level 1 Support

Responsible for the first line of support, focused on ticket triage, classification, prioritization, and quick resolution of common or documented issues using knowledge base articles and standard procedures. Ensures accurate information gathering for escalations to Level 2 when necessary.

Key Responsibilities:

Manage triage for complex, high-impact tickets when required. Act as a point of reference for Level 1 colleagues.

Mentor Junior Analysts in triage best practices and KB utilization.

Lead initiatives to improve triage efficiency and first-time resolutions. Proactively identify trends in tickets and suggest preventive actions.

Behavioral Expectations:

Acts as a role model for process adherence and customer focus. Demonstrates leadership in mentoring and knowledge sharing.

Takes initiative in optimizing triage processes.

Maintains composure in high-pressure situations and escalations.

Required Qualifications

Minimum of four years of IT customer service experience. Ongoing or completed an IT-related degree.

Familiarity with ITIL concepts and the incident lifecycle.

Preferred Qualifications

Completed an IT-related degree.

ITIL v3 or v4 Foundation certification.

Additional information

What are the benefits?

• Meal Voucher / Food Allowance
• Health Insurance
• Dental Plan
• Transportation Allowance / Parking Discount
• Apoio Pass (Employee Assistance Program)
• Pharmacy Discount Program
• Gympass
• Life Insurance