Quality Digital

Junior Technical Support Analyst

Quality Digital

full-time

Posted on:

Location Type: Hybrid

Location: Barueri • Brazil

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Job Level

Junior

Tech Stack

DNSFirewallsGrafanaTCP/IP

About the role

  • Provide remote and telephone technical support to Enterprise clients;
  • Receive and handle incidents and technical requests, ensuring SLA compliance;
  • Open, analyze, follow up on, and close tickets in ticketing systems;
  • Perform network and connectivity troubleshooting, from basic to advanced levels;
  • Monitor the network and services using management tools (e.g., Zabbix, Grafana, etc.);
  • Identify failures, degradations, and emergency situations, acting preventively and correctively;
  • Guide and support field technicians with installation, maintenance, and repair activities;
  • Escalate tickets to N2, N3, vendors, or manufacturers when necessary;
  • Work collaboratively with internal areas (NOC, engineering, operations, projects, vendors);
  • Record clear and accurate diagnostics, actions, and technical evidence in tickets;
  • Work with multiple technologies and products, including satellite links and terrestrial links.

Requirements

  • Basic knowledge of Fortinet Firewalls (FortiGate)
  • Concepts of policies, interfaces, VLANs
  • Understanding of SD-WAN, health-check, and link-monitor
  • Computer networking
  • TCP/IP, DNS, DHCP
  • Concepts of latency, jitter, and packet loss
  • Basic network troubleshooting skills
  • Routers and switches
  • VLANs, ports, link up/down
  • Concepts of uplink, trunk, and access
  • Connectivity
  • Dedicated links, broadband, 4G (Amplimax)
  • Interaction with telecom carriers
Benefits
  • Meal and/or food allowance for groceries and meals 🍴
  • Medical and dental coverage for you and your family 💙
  • Pharmacy partnerships for medication discounts 💊
  • Childcare assistance according to company policy 🍼
  • Gym membership partnerships to encourage physical activity 🤸‍♀️🤸‍♂️
  • Partnership with SESC for a variety of cultural and leisure programs ✈
  • Partnerships for language studies, technology training, and online course platforms 📚
  • Payroll-deductible loans with attractive rates + financial education program 💰
  • Corporate University and learning paths with content on technology, soft skills, market trends, and more 👨‍💻
  • Employee referral program with potential rewards and bonuses 🎁
  • Group life insurance ⛑
Applicant Tracking System Keywords

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

Hard Skills & Tools
Fortinet FirewallsSD-WANTCP/IPDNSDHCPnetwork troubleshootingroutersswitchesVLANsconnectivity
Soft Skills
technical supportcollaborationcommunicationproblem-solvinganalytical skillscustomer serviceattention to detailtime managementescalation managementdiagnostic skills