Senior Technical Support Analyst, Libras

Job Description

Assume responsibility for receiving and meticulously logging all user requests through our advanced ticket management system. Skillfully categorize and prioritize tickets, adhering strictly to client-defined rules and SLAs. Ensure users are promptly informed when a request falls outside the contracted scope. Offer comprehensive support, resolving tickets efficiently via phone and secure remote access. Provide expert guidance and clear answers regarding infrastructure and system utilization. Address and resolve incidents, including unauthorized access, virus-related issues, and software reinstallation. Accurately log and route tickets related to hardware, software, infrastructure issues, and service requests. Resolve eligible tickets swiftly upon initial contact, aiming for First Call Resolution (FCR). Efficiently create and escalate incident tickets for critical issues as needed.

Qualifications

1. Demonstrated experience in technical support, service desk operations, or help desk environments. 2. Proficiency with ticket management tools (ITSM) for efficient tracking and resolution. 3. Hands-on experience providing remote support and end-user assistance. 4. Foundational knowledge of operating systems, particularly Windows environments. 5. Understanding of networks and IT infrastructure components. 6. Familiarity with information security principles, including virus protection and access control. 7. Exceptional organizational skills and ability to prioritize tasks according to SLAs. 8. Excellent communication skills and a strong commitment to user service. 9. Must have certification in Libras (Brazilian Sign Language).

Benefits

- Comprehensive meal allowance or meal voucher options. - Exclusive discounts on courses, universities, and language institutions. - Access to Stefanini Academy, a platform offering free, up-to-date online courses and certificates. - Personalized mentoring programs for professional development. - Benefits club membership for medical consultations and exams. - Medical assistance to ensure your well-being. - Dental assistance for comprehensive oral care. - Access to a discount and benefits club at top establishments. - Exclusive travel club for unforgettable experiences. - Pet care partnership, because we care about your furry friends.