Support Assistant

Jobtailor; Florianópolis; Presencial; BRL 67 000 - 112 000; Tempo integral

Resumo da oferta

Jobtailor in Florianópolis, Brazil, is seeking a motivated IT Support Analyst to manage customer tickets end-to-end, coordinate with N1–N3 teams, and ensure SLA adherence. You will log, classify, and route issues while maintaining clear updates for customers and internal stakeholders.

Ideal candidates have experience in customer support, strong communication, and IT study progress, with knowledge of Zabbix or Grafana and Cisco/Meraki tech being a plus.

Qualificações

• Experience in customer support and ticket handling.
• Pursuing or completed IT/related technical program or degree.
• Strong communication and collaboration skills.
• Familiarity with Zabbix or Grafana is a plus.
• Knowledge of Cisco/Meraki technologies and computer networks is a plus.

Responsabilidades

• Receive, log, classify, and route customer tickets.
• Monitor ticket lifecycle and record updates.
• Maintain contact with customers for information and updates.
• Monitor tickets across N1, N2, and N3 levels to meet SLAs.
• Handle low-complexity configurations per predefined processes.
• Escalate as needed and coordinate with internal teams and vendors.
• Prepare and maintain operational reports and controls.
• Identify opportunities to improve service and processes.

Conhecimentos

Strong communication skills

Experience in customer support

Organizational skills

Follow-up skills

Collaboration skills

Formação académica

Pursuing or completed IT or related technical program/degree

Ferramentas

Zabbix

Grafana

Cisco Technologies

Meraki Technologies

Descrição da oferta de emprego

• Receive, log, classify, and route customer tickets


• Monitor the ticket lifecycle and keep information and updates properly recorded


• Maintain contact with customers to request information, follow up, and provide updates


• Monitor tickets assigned to N1, N2, and N3 Analysts, ensuring deadlines and SLAs are met


• Monitor customer assets and perform monitoring-related actions


• Handle low-complexity configurations in accordance with predefined processes


• Follow up with internal teams, customers, manufacturers, carriers, and other stakeholders


• Organize and schedule meetings, maintenance windows, and activities related to customer requests


• Ensure tickets are updated with relevant information and next steps


• Follow up on tickets dependent on third parties through completion


• Support the management of schedules, maintenance windows, and planned activities


• Prepare and maintain operational controls and reports


• Identify tickets requiring escalation and route them to the appropriate technical level


• Support analysts in organizing information for technical activities


• Identify opportunities to improve service and follow-up processes


• Perform other duties related to the position

Requirements

• Strong communication skills


• Experience in customer support


• Currently pursuing or having completed a technical program or degree in IT or a related field


• Knowledge of Zabbix/Grafana is a plus


• Experience with Cisco/Meraki technologies is a plus


• Knowledge of computer networks is a plus

Core Competencies

Demonstrates strong customer support capabilities, effective communication, and the ability to manage ticket lifecycles while ensuring adherence to SLAs. Familiarity with IT technical programs and knowledge of monitoring tools and network technologies enhances operational efficiency.

Highest-signal resume keywords

• Customer Support Experience


• Strong Communication Skills


• Knowledge of Zabbix


• Knowledge of Grafana


• Experience with Cisco Technologies

ATS Optimization Keywords

Hard Skills

• Ticket Management


• Configuration Management


• Operational Reporting


• Network Knowledge


• Technical Program Pursuit

Soft Skills

• Organizational Skills


• Follow-Up Skills


• Collaboration Skills

Industry Keywords

• Customer Ticketing


• SLA Management


• Asset Monitoring


• Technical Escalation

Tools & Technologies

• Zabbix


• Grafana


• Cisco Technologies


• Meraki Technologies