Junior Technical Support Analyst

Quality Digital

full-time

Posted on: 3/16/2026

Location Type: Office

Location: Barueri • Brazil

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About the role

Provide remote and telephone technical support to enterprise clients;
Respond to and resolve technical incidents and service 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 networks and services using management tools (e.g., Zabbix, Grafana, etc.);
Identify faults, degradations, and emergency situations, taking preventive and corrective action;
Guide and support field technicians in installation, maintenance, and repair activities;
Escalate tickets to N2/N3 teams, vendors, or manufacturers as necessary;
Work collaboratively with internal teams (NOC, engineering, operations, project teams, vendors);
Clearly and accurately document diagnostics, actions, and technical evidence in tickets;
Work with multiple technologies and products, including satellite links and terrestrial links.

Basic knowledge of Fortinet Firewalls (FortiGate): policy concepts, interfaces, VLANs. Understanding of SD-WAN, health-check, and link-monitor.
Computer networks: 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 grocery allowance for purchases and meals 🍴
Medical and dental coverage so you and your family stay healthy 💙
Pharmacy partnerships for discounts on medications 💊
Childcare allowance in accordance with current policy 🍼
Gym membership discount to encourage exercise 🤸‍♀️🤸‍♂️
Partnership with SESC for a variety of cultural and leisure programs ✈
Partnerships for language, technology, and online course platforms 📚
Payroll-deductible loans with attractive rates + financial education program 💰
Corporate University and learning paths with diverse 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

network troubleshootingFortinet FirewallsTCP/IPDNSDHCPVLANsSD-WANlatencyjitterpacket loss

Soft Skills

technical supportcollaborationcommunicationproblem-solvingdocumentation