SERVICE DESK ANALYST II (SÃO PAULO-SP)

Sourcehub

São Paulo

Hybrid

BRL 67,000 - 100,000

Full time

2 days ago

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Benefits offered by this job

Meal/food allowance

Transportation allowance

Health insurance

Dental insurance

TotalPass

Hybrid work model

Profit-sharing (PPR)

Birthday day off

Life insurance

Job summary

SourceHub is seeking a Connectivity Service Desk Analyst II to support mobile connectivity, IoT, and telecom services within a hybrid São Paulo environment.

You will manage activations, provisioning, and incident resolution while ensuring SLA adherence and compliance with security standards. The role requires strong English, 3–5 years in telecom operations, and experience with Salesforce.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Telecommunications Engineering, Network Engineering, or related field.
Advanced English with ability to participate in meetings and interact with global telecom providers.
3–5 years of experience in Telecom Operations, Service Desk N2, connectivity support, corporate mobility, or IoT.
Strong knowledge of LTE, 5G, APN management, SIM management, SmartSIM, and IoT connectivity solutions.
Experience with Telecom Operations, incident management processes, and service management tools.
Experience working with Salesforce and ticketing platforms.
Excellent communication and customer-oriented mindset; able to collaborate across global teams.

Responsibilities

Manage the lifecycle of connectivity services, including activations, provisioning, suspensions, cancellations, and line or device changes.
Configure and support mobile connectivity and IoT services, ensuring proper operation and service availability.
Monitor the operational status of connectivity services and support new telecom solutions implementations.
Provide technical support for mobile connectivity, cellular services, IoT solutions, and related technologies.
Register, categorize, track, and manage incidents through corporate service management tools with SLA compliance.
Support analysis of telecommunications consumption, utilization, and billing, identifying discrepancies and ensuring data accuracy.
Ensure compliance with internal policies, information security standards, data protection requirements, and procedures.

Skills

Advanced English

LTE knowledge

5G knowledge

APN management

SIM management

IoT connectivity

Incident management

Customer focus

Education

Bachelor's degree in IT / CS / Telecommunications / Network Engineering

Tools

Salesforce

Ticketing platforms

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