Service Support L2 Analyst - Service Desk (São José dos Campos/SP)

Ball Corporation; São José dos Campos; Hybrid; BRL 60,000 - 110,000; Full time

Job summary

Ball Corporation is seeking a Service Support L2 Analyst in São José dos Campos, Brazil, to deliver IT end-user support within Ball’s global environment. The role operates in a 24x7 model, bridging IT and business, resolving issues, and mentoring Level 1 analysts.

You will provide Tier 2 support for applications, devices, and networks, coordinate across phone, email, chat, and tickets, and contribute to process improvements while upholding security and IT policies.

Qualifications

• Bachelor’s degree or equivalent professional experience in IT.
• Experience supporting production environments and incident management.
• Familiarity with IT service management frameworks (ITIL).
• Strong communication and problem-solving skills.

Responsibilities

• Provide Tier 2 support for IT applications, devices, and systems.
• Monitor and manage support requests across phone, email, chat, and ticketing channels.
• Collaborate with global IT teams to meet SLAs and deliver consistent support.
• Maintain documentation, knowledge base, and troubleshooting procedures.
• Ensure security and IT governance compliance with policies and standards.
• Coach and mentor Level 1 analysts and assist leadership with quality assessments.

Skills

Windows environments

Remote support tools

Networking fundamentals

Cloud technologies

Analytical skills

Communication skills

Production support

ITIL knowledge

Education

Bachelor's degree in Computer Science / Information Technology

Tools

ITSM tools / ITIL

Remote support tools

Windows admin tools

Job description

At Ball, integrity and trust are the foundation of who we are. Guided by our core values—\"We Care. We Work. We Win.\"—we create a culture where every voice matters and every idea drives progress.
Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe!
Create a new future.
* This position will be posted internally for a minimum of 5 days and will remain open until filled or adjusted based on the volume of applicants.

Your Opportunity to Make an Impact

At Ball, every role contributes to something bigger. Learn how this opportunity will allow you to grow your career while making a lasting impact on our business, our communities, and our planet:

As a Service Support L2 Analyst, you will play a critical role in delivering reliable end-user support across Ball’s global technology environment. Working within a 24x7 support model, you will help bridge the gap between IT and the business by resolving technical issues, improving support processes, and ensuring a high level of customer satisfaction. You will also serve as a key escalation point and mentor for Level 1 analysts, contributing to the continuous maturity of the support organization.

How You’ll Make a Difference

The responsibilities below represent more than daily tasks. They are opportunities to make a difference, collaborate with talented colleagues, and contribute to meaningful outcomes:

• Provide Tier 2 support for IT-supported applications, devices, systems, and technologies, ensuring timely and effective issue resolution.
• Monitor, prioritize, and manage support requests across phone, email, chat, and ticketing channels while maintaining high customer satisfaction.
• Collaborate with global and regional IT teams to deliver consistent support services and meet established service level agreements (SLAs).
• Maintain accurate documentation, knowledge base articles, troubleshooting procedures, known errors, and workarounds to support continuous improvement.
• Ensure compliance with security, governance, and regulatory requirements, including adherence to established IT policies and standards.
• Provide coaching, mentoring, and skills development support to Level 1 analysts and assist leadership with support quality assessments.

What Helps You Thrive in This Role

We're looking for curious minds, collaborative spirits, and motivated professionals ready to make an impact. Here are the skills and experiences that will help you succeed in this role:

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.
• Experience supporting production environments, infrastructure administration, troubleshooting, automation of recurring tasks, and incident management.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Knowledge of IT service management (ITSM) frameworks and best practices, including ITIL methodologies.
• Experience with Microsoft Windows environments, end-user computing, networking fundamentals, remote support tools, and cloud technologies.
• Excellent communication, customer service, organizational, and stakeholder management skills, with the ability to work independently and collaboratively.

Additional Information

• Hybrid On-Site Work Environment (living at São José dos Campos) or 100% Remote (living far from of São José dos Campos region):This position requires regular in-person engagement by working on-site for three (3) days per work week (with core collaboration days of Tuesday, Wednesday and Thursday) or remote from the location of the candidate. Remote work may also be considered, depending on the candidate’s distance from the Ball office.

Ball Corporation is an Equal Opportunity Employer. We actively encourage applications from everybody, regardless of gender, age, ethnicity, faith, ability, or orientation. Our products range from infinitely recyclable aluminium cans, cups to aerosol bottles solutions that enable our customers to contribute to a better world.

Each of us has a deep commitment to diversity and inclusion which is the foundation of our culture of belonging. Everyone at Ball is making a difference by doing what we love. Because what we create may change, but what we will always make is a difference.

Please note the advertised job title might vary from the job title on the contract due to local job title structure and global HR systems.