Technical Support Analyst

Jobtailor; São José dos Campos; Presencial; BRL 36 000 - 48 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a dedicated Level 1 technical support professional based in São José dos Campos, Jacareí or Caçapava to help customers with hardware, software, and network issues. You will install, configure, and support the company's software, and document cases in the ticketing system.

You will analyze user requests, reproduce environments, provide remote or on-site assistance, and contribute to product improvements through feedback and clear communication.

Qualificações

• Experience in Level 1 technical support.
• Knowledge of databases, including table structure, relationships, PK/FK.
• Basic knowledge of networks and the Internet.
• Must reside in São José dos Campos, Jacareí or Caçapava.
• Information Technology education (technical or higher).

Responsabilidades

• Provide customer support through multiple communication channels.
• Deliver technical and consultative support by identifying needs and advising on appropriate system usage.
• Clarify questions related to the software.
• Map and analyze issues reported by customers, reproducing the environment for diagnosis and resolution.
• Perform external technical visits, when necessary, to resolve issues or provide clarification.
• Install and configure the software.
• Prepare computers and peripherals (hardware setup).
• Analyze and document requests for new features, contributing to product improvements.
• Build and maintain trusted relationships with customers to promote loyalty.
• Conduct customer training sessions, either in-person or remotely.
• Produce content (presentations, live sessions, support materials) to encourage and support product usage.
• Use the ticketing/incident logging tool, ensuring complete documentation of contacts with internal and external customers.

Conhecimentos

Customer support

Communication skills

SQL basics

Networking basics

Hardware basics

Remote access tools

Travel readiness

Software installation

Formação académica

Information Technology education

Descrição da oferta de emprego

• Provide customer support through multiple communication channels
• Deliver technical and consultative support by identifying needs and advising on appropriate system usage
• Clarify questions related to the software
• Map and analyze issues reported by customers, reproducing the environment for diagnosis and resolution
• Perform external technical visits, when necessary, to resolve issues or provide clarification
• Install and configure the software
• Prepare computers and peripherals (hard drive, monitor, mouse, keyboard, printer)
• Analyze and document requests for new features, contributing to product improvements
• Build and maintain trusted relationships with customers to promote loyalty
• Conduct customer training sessions, either in-person or remotely
• Produce content (presentations, live sessions, support materials) to encourage and support product usage
• Use the ticketing/incident logging tool, ensuring complete documentation of contacts with internal and external customers

Requirements

• Must reside in São José dos Campos, Jacareí or Caçapava
• Previous experience in Level 1 technical support
• Education in Information Technology (technical or higher – completed or in progress)
• Basic technical knowledge of hardware
• Good verbal and written communication skills
• Availability for occasional travel
• Knowledge of databases, including:
  Table structure
  Relationships
  Primary and foreign keys
  Basic knowledge of SQL, especially SELECT queries
• Basic knowledge of networks and the Internet, including:
  Basic understanding of network topology and operation
  Identifying a machine's name and IP address
  Installation and use of remote access tools