Support Analyst, Staff I

Jobtailor; São Paulo; Presencial; BRL 52 000 - 80 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, seeks a proactive technical support specialist to maintain system stability and assist users. You will handle inquiries, resolve incidents, and log tickets while adhering to SLAs and contributing to knowledge base development.

In this role, you will participate in meetings, escalate issues when needed, and drive continuous improvements through data-driven analysis and collaboration with IT teams.

Qualificações

• Requires technical IT degree or currently in progress (associate/bachelor).
• Experience with version control tools Git and GitLab.
• Experience with ITSM tools TopDesk, DeskManager, or Jira.
• Knowledge of ITIL 4 Foundation or HDI SCA preferred.
• Experience managing support tickets and incidents.

Responsabilidades

• Provide technical support for the system, ensuring stability and proper operation.
• Support users by answering questions, resolving incidents, and logging tickets.
• Participate in regular meetings to align on status and next steps.
• Escalate tickets when necessary and follow established procedures.
• Create and maintain a knowledge base for ongoing support.
• Identify failure patterns and propose continuous improvements.

Conhecimentos

Technical Support

Incident Management

ITIL 4 Foundation Certification

Version Control (Git, GitLab)

ITSM Tools (TopDesk, DeskManager, Jira

Formação académica

IT-related degree (technical/associate/bachelor)

Ferramentas

Git

GitLab

TopDesk

DeskManager

Jira

Descrição da oferta de emprego

• Provide technical support for the system, ensuring its stability and proper operation
• Support users by answering questions, resolving incidents, and logging support tickets
• Participate in regular meetings to align on status, track activities, and define next steps
• Direct and appropriately escalated support tickets when necessary
• Work in accordance with established SLAs and procedures
• Create and maintain an up-to-date knowledge base
• Identify failure patterns and propose continuous improvements

Requirements

• Technical, associate, or bachelor’s degree—currently in progress or completed—in Information Technology or a related field
• Experience with version control tools such as Git and GitLab
• Experience with ITSM tools such as TopDesk, DeskManager, or Jira
• Knowledge of or certification in ITIL 4 Foundation or HDI Support Center Analyst (SCA)
• Experience managing support tickets and incidents
• Previous experience in technical support or helpdesk environments
• Analytical thinking and the ability to turn complex problems into practical, actionable solutions
• Clear and assertive communication skills for interacting with clients and technical teams
• Customer-focused mindset, with an emphasis on delivering business value
• Proactivity and initiative in problem-solving

Core Competencies

Demonstrates expertise in technical support, incident management, and user assistance while maintaining a customer-focused approach. Proficient in utilizing ITSM tools and version control systems to enhance operational efficiency and support service delivery.

Highest-signal resume keywords

• Technical Support
• Incident Management
• ITIL 4 Foundation Certification
• Version Control (Git, GitLab)
• ITSM Tools (TopDesk, DeskManager, Jira)

ATS Optimization Keywords

Hard Skills

• Technical Support
• Incident Management
• Version Control (Git, GitLab)
• ITSM Tools (TopDesk, DeskManager, Jira)
• Knowledge Base Maintenance
• Analytical Thinking
• Problem-Solving

Soft Skills

• Clear Communication
• Customer-Focused Mindset
• Proactivity
• Initiative

Certifications & Qualifications

• ITIL 4 Foundation
• HDI Support Center Analyst (SCA)

Industry Keywords

• Helpdesk Environment
• Support Tickets
• Service Level Agreements (SLAs)