Minsait

Junior IT Support Technician

Minsait

full-time

Posted on:

Location Type: Hybrid

Location: Mucuri • Brazil

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Job Level

Junior

About the role

  • Respond to and log support tickets opened by users in the management system.
  • Categorize and prioritize tickets according to the client's defined rules.
  • Inform the user when a request is outside the scope of the contracted services.
  • Resolve tickets by phone and/or remote access, providing infrastructure-related support.
  • Resolve incidents such as unauthorized access, viruses and software reinstallation.
  • Record and forward tickets related to telephony, infrastructure, service requests, equipment failures, data recovery and on-site support.
  • Perform preliminary ticket analysis, resolve cases eligible for FCR (First Call Resolution) and create tickets for critical incidents for escalation.
  • Provide support for the operation of applications installed in clients' environments.
  • Analyze and classify ticket severity according to the defined priority and perform escalations when necessary.
  • Monitor and follow up on tickets until closure, performing escalations and reporting service levels to the client.
  • Close resolved tickets, recording the solution in detail in the system.
  • Record avalanche-type incidents (common-cause incidents) as a single ticket and notify affected users.

Requirements

  • Experience with Service Desk support.
  • Knowledge of ticket categorization and prioritization according to SLAs.
  • Experience with remote support and phone support.
  • Basic knowledge of IT infrastructure.
  • Knowledge of information security (viruses, unauthorized access).
  • Knowledge of operating systems and software reinstallation.
  • Basic understanding of telephony and network infrastructure.
  • Ability to analyze and classify incidents.
  • Knowledge of FCR (First Call Resolution) processes.
  • Understanding of hierarchical and functional escalation.
  • Familiarity with monitoring metrics and contractual SLAs.
  • Strong verbal and written communication skills.
  • Organizational skills and accurate documentation of support activities.
Benefits
  • Company-subsidized health insurance for the employee.
  • Option to include dependents in the health plan with payroll deduction.
  • Dental assistance (optional).
  • Option to include dependents in the dental plan with payroll deduction.
  • Meal or food allowance.
  • Transport voucher (optional).
  • Impact & Care - Personal guidance program offering confidential emotional support and counseling in psychological, legal, financial, social and pet-related areas at no cost for the employee and legal dependents.
  • Gympass - Wellhub (Access to over 700 gyms across Brazil with plans starting at R$ 29.90 deducted via payroll).
  • Option to include dependents in Gympass - Wellhub (up to 3 dependents - paid via credit card).
  • Access to Udemy through our intranet.
  • Partnerships with major consumer brands.
  • Agreement with SESC for employee and dependents.
  • Discount agreements with educational institutions (undergraduate and postgraduate) and language/certification schools.
  • Group life insurance.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Service Desk supportticket categorizationticket prioritizationremote supportphone supportIT infrastructureinformation securityoperating systemssoftware reinstallationtelephony
Soft Skills
analytical skillscommunication skillsorganizational skillsdocumentation skills