SERVICE DESK ANALYST II

Sourcehub; Curitiba; Híbrido; BRL 78 000 - 123 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal/food allowance

Parking or transportation allowance

Health insurance

Dental insurance

TotalPass

Hybrid work (3 on-site / 2 remote)

Birthday day off

Life insurance

Profit sharing (PPR)

Resumo da oferta

SourceHub, a Shared Services Center for ScanSource Group, seeks a Connectivity Service Desk Analyst II in Curitiba. You’ll manage mobile connectivity, IoT, and telecom services, handling incidents, provisioning, and billing analysis to ensure high service quality.

The role requires 3–5 years in Telecom Operations or IoT environments, LTE/5G knowledge, and proficiency with Salesforce and ticketing tools. Hybrid work, CLT regime, with on-site and remote collaboration across global teams.

Qualificações

• Bachelor's degree in IT/CS/Telecommunications or related field.
• Advanced English capable of meetings and documentation with global telecom providers.
• 3–5 years in Telecom Operations, Service Desk N2, or IoT environments.
• Strong knowledge of LTE/5G, APN/SIM management, and IoT connectivity.
• Experience with Salesforce and ticketing platforms; strong analytical skills.

Responsabilidades

• Manage lifecycle of connectivity services: activations, provisioning, suspensions, changes.
• Configure and support mobile connectivity and IoT services for reliability.
• Monitor service status and support new telecom solutions implementation.
• Provide technical support for mobile, cellular, IoT, and related tech.
• Register and track incidents in service management tools with SLA adherence.
• Analyze telecom consumption and billing, ensure data accuracy.
• Ensure compliance with internal security, data protection, and procedures.

Conhecimentos

Advanced English

Communication

Customer focus

Proactive mindset

Formação académica

Bachelor's degree in IT/CS/Telecom

Ferramentas

Salesforce

Ticketing platforms

Descrição da oferta de emprego

Job description

About the Company

SourceHub operates as a Shared Services Center (SSC) for the ScanSource Group, a U.S.-based multinational company founded in 1992 and headquartered in Greenville, South Carolina. ScanSource specializes in the distribution of global technology products and services from leading partners such as Microsoft, Dell, HP, Intel, and Lenovo, delivering innovation and support that drive our customers’ digital transformation. As SourceHub, we are responsible for delivering Finance and Accounting, Human Resources, Information Technology, Procurement and Supply Chain, Legal and Compliance, and general administrative services with efficiency and quality.

We arecurrently seeking an Connectivity Service Desk Analyst II to support andmanage mobile connectivity, IoT, and telecommunications services, ensuringoperational continuity, high service quality, and an excellent customerexperience. This professional will be responsible for theadministration of connectivity services, technical troubleshooting, incidentmanagement, interaction with telecom providers, and continuous improvementinitiatives, contributing to service reliability, compliance, and customersatisfaction.

Main responsibilities

• Manage the lifecycle ofconnectivity services, including activations, provisioning, suspensions,cancellations, and line or device changes.
• Configure and support mobileconnectivity and IoT services, ensuring proper operation and serviceavailability.
• Monitor the operational statusof connectivity services and support the implementation of new telecomsolutions.
• Provide technical support formobile connectivity, cellular services, IoT solutions, and relatedtechnologies.
• Register, categorize, track,and manage incidents through corporate service management tools whileensuring SLA compliance.
• Support analysis oftelecommunications consumption, utilization, and billing, identifyingdiscrepancies and ensuring data accuracy.
• Ensure compliance with internalpolicies, information security standards, data protection requirements,and operational procedures.

Requirements and skills

• Bachelor’s degree inInformation Technology, Computer Science, Telecommunications Engineering,Network Engineering, or a related field.
• Advanced English, with theability to participate in meetings, analyze technical documentation,interact with global telecom providers, and support internationalcustomers.
• 3 to 5 years of experience inTelecom Operations, Service Desk N2, connectivity support, corporatemobility, or IoT environments.
• Strong knowledge of LTE, 5G,APN management, SIM management, SmartSIM, and IoT Connectivity solutions.
• Experience with TelecomOperations, incident management processes, and service management tools.
• Experience working withSalesforce and ticketing platforms.
• Excellent communication andcustomer-oriented mindset, with the ability to collaborate acrosscross-functional and global teams.
• Self-motivated, organized,proactive, and committed to continuous improvement and operationalexcellence.

Additional information

• Employment under CLT regime (Brazil).
• Competitive salary, aligned with current market standards.
• Meal and/or food allowance (BRL 40.00 per business day).
• Transportation allowance or free on-site parking.
• Health insurance plan.
• Dental insurance plan.
• TotalPass.
• Hybrid work model (3 days on-site and 2 days remote).
• Must reside in Curitiba, PR, or the surrounding metropolitan area.
• Work schedule: Monday through Friday, from 11:00 AM to 9:00 PM (Brazil time).
• Annual Profit-Sharing Program (PPR), based on performance and goal achievement.
• Birthday Day Off.
• Life insurance.