SONDA

Support Engineer

• Perform corrective and preventive maintenance, installation and relocation of multifunction printers and IT equipment.
• Provide on-site service and, when necessary, remote support (Remote Hands).
• Ensure compliance with SLAs by recording and tracking tickets until resolution.
• Document service calls, collecting evidence, photographic records and client approval.
• Escalate to level 3 support for analysis and parts requests when necessary.
• Manage inventory of spare parts, backup equipment and reverse logistics.
• Manage travel expenses and submit expense reports in accordance with company policies.
• Ensure the care and maintenance of equipment and the vehicle used for activities, following internal procedures.
• Participate in technical training and report any impediments to the management team.

Technical Support Technician

IT Support

• Brindar Soporte técnico microinformático remoto y/o telefónico a los funcionarios de los diferentes clientes en temas como configuración de VPN, configuración de correo electrónico, manejo de herramientas remotas.
• Registro, atención y gestión vía telefónica, correo y web a solicitudes según procedimientos establecidos.
• Documentación en la HGS de la gestión efectuada.
• Resolución técnica de las diferentes solicitudes viables, dentro de los tiempos estipulados y asegurando un servicio efectivo, eficiente y con calidad.

Agente Mesa de Ayuda

Backend Engineer

• Develop features using Java and Spring Boot.
• Build APIs and integrations with internal and external systems.
• Integrate applications with relational databases.
• Analyze functional and technical requirements.
• Implement improvements and fix defects in applications.
• Create and run unit tests.
• Participate in code reviews.
• Contribute to architecture decisions and development best practices.
• Ensure application performance, security, and scalability.
• Monitor SLA and SLO metrics for applications.
• Support incident analysis and ticket follow-up.
• Collaborate with technical teams to address requests.
• Monitor the backlog and assist with activity prioritization.
• Identify opportunities for process improvement.
• Assist in preparing dashboards and operational reports.

Junior Developer — Java, Spring Boot

• Provide on-site and remote technical support to users;
• Analyze, diagnose, and resolve incidents and requests escalated from the Service Desk (L1);
• Configure equipment, user profiles, access rights, and applications;
• Support corporate systems and approved applications;
• Open and follow up tickets with vendors when necessary;
• Validate equipment after maintenance, replacement, or upgrades;
• Assist with equipment moves, deployments, inventories, and operational projects;
• Document technical procedures, support records, and applied solutions;
• Monitor and track critical or recurring tickets, aiming for a permanent resolution;
• Contribute to continuous improvement of support processes and to excellence in customer service.

IT Support Technician, Level 1A

• Realizar atendimento técnico presencial e remoto aos usuários;
• Analisar, diagnosticar e solucionar incidentes e requisições escaladas pelo Service Desk (N1);
• Configurar equipamentos, perfis de usuários, acessos e aplicações;
• Prestar suporte a sistemas corporativos e aplicações homologadas;
• Abrir e acompanhar chamados junto a fornecedores, quando necessário;
• Validar equipamentos após manutenção, substituição ou atualização;
• Apoiar atividades de movimentação de equipamentos, implantações, inventários e projetos operacionais;
• Documentar procedimentos técnicos, registros de atendimento e soluções aplicadas;
• Monitorar e acompanhar chamados críticos ou recorrentes, buscando sua resolução definitiva;
• Contribuir para a melhoria contínua dos processos de suporte e para a excelência no atendimento aos clientes.

Técnico de Suporte

• Provide on-site technical support to end users, ensuring high-quality service and compliance with service level agreements (SLAs).
• Perform corrective and preventive maintenance on desktops, laptops, servers, thermal printers, label printers and other IT equipment.
• Support Apple devices (macOS, iPhone and iPad) and Android tablets.
• Diagnose and resolve hardware and software incidents, including Windows 10/11 and Microsoft Office issues.
• Perform system formatting, image deployment and device configuration.
• Log, track and update tickets in a service management tool, keeping clear and detailed information throughout the support lifecycle.
• Provide network infrastructure support, including structured cabling, rack organization and remote hands on routers and switches.
• Assist the technical team in resolving high-complexity incidents, sharing knowledge and contributing to the development of technical procedures.
• Maintain organization, control and proper handling of parts, equipment and IT assets.
• Participate in on-call shifts when required, ensuring continuity of services.
• Act with a consultative approach, focusing on customer satisfaction and continuous improvement of support processes.

• Provide technical support to clients, onsite or remotely, for the installation, configuration, and maintenance of equipment and systems.
• Diagnose and resolve incidents related to hardware, software, and IT infrastructure.
• Log, track, and update tickets, ensuring compliance with established procedures and deadlines.
• Advise users on the correct use of equipment and applications.
• Perform preventive and corrective maintenance on workstations and peripherals.
• Ensure the quality of service, striving for customer satisfaction and adherence to service level agreements (SLAs).

• Provide in-person and remote support (via tickets) to users;
• Install and maintain software on microcomputer equipment (desktops, laptops and mobile devices);
• Perform hardware maintenance, including diagnostics and parts replacement;
• Format and reinstall approved operating systems;
• Provide support for devices such as desktops, laptops, tablets, Linux/Unix workstations and MacBooks;
• Support mobile telephony (smartphones and iPhones), fixed-line telephony and audio and video conferencing equipment;
• Log, track and update technical tickets according to defined procedures;
• Ensure high-quality service, contributing to customer satisfaction.

Support Technician

Security Engineer

• Configuration of Firewalls and IPS/IDS: Install and manage Next-Generation Firewalls (NGFW) as well as Intrusion Prevention and Detection Systems to block malicious traffic.
• Network Segmentation: Divide the corporate network into independent subnets (VLANs) to ensure that, if one segment is compromised, an attacker cannot easily access critical areas (lateral movement).
• VPN and Remote Access Implementation: Configure secure encrypted connections (IPsec/SSL VPN) for remote employees or branch interconnections.
• Access Control (AAA): Define strict Authentication, Authorization, and Accounting policies (using protocols such as TACACS+, RADIUS, or Zero Trust–based architectures).
• Monitoring and Threat Detection: Security is not static; it requires continuous surveillance to identify anomalies before they become major incidents.
• Log Analysis and SIEM: Centrally monitor security events generated by routers, switches, and servers using SIEM tools (such as Splunk, QRadar, or open-source solutions).
• Network Traffic Analysis: Use sniffers and protocol analyzers (such as Wireshark) to inspect suspicious packets, identify bottlenecks, or attempts to exfiltrate data.
• Vulnerability Management: Perform periodic network scans (using tools like Nessus or OpenVAS) to find open ports, outdated patches, or misconfigurations.
• Incident Response and Mitigation: Containment of attacks by acting quickly to isolate infected devices, block attacking IPs at the firewall, and mitigate denial-of-service (DDoS) attacks.
• Digital Forensic Analysis: Investigate the root cause of incidents (how the attacker got in, what was accessed, and the attacker’s pathway) to produce post-incident reports.
• Disaster Recovery Plans (DRP): Ensure network configuration backups are up to date and that redundancy of links and equipment exists so operations are not interrupted.
• Draft acceptable use policies for the network, enforce complex password policies, and define BYOD (Bring Your Own Device) rules.
• Ensure the network infrastructure complies with market standards and local/international regulations, such as LGPD (Brazilian General Data Protection Law), ISO 27001, or PCI-DSS (for the financial sector).
• Hardening Updates: Apply best-practice hardening guides to secure network assets (disable unnecessary services such as Telnet or plain HTTP, prioritizing SSHv2 and HTTPS).

Network Security Specialist

Data Engineer

• Diseñar, construir y optimizar pipelines de datos escalables y confiables orientados a analítica y BI.
• Desarrollar pipelines de ingesta, transformación y consumo de datos usando Databricks.
• Implementar procesos ETL/ELT eficientes utilizando SQL y Python.
• Desplegar y mantener soluciones de datos en Azure (ADLS, Azure SQL, Synapse, entre otros).
• Versionar código, automatizar despliegues y gestionar CI/CD mediante Azure DevOps.
• Asegurar la calidad, trazabilidad y performance de los datos.
• Colaborar con analistas de gobierno de datos, arquitectos de datos y equipos de negocio.

Ingeniero de Datos

Administration

• Monitorar e realizar a abertura, atribuição e fechamento de chamados de acordo com níveis de prioridade e criticidade;
• Análise de desempenho de equipamentos, e suas conexões, que compõe os sistemas LAN, WLAN e WAN, elaborando e executando rotinas operacionais e relatórios.

Administrador de Telecomunicações, CCNA, ITIL

• Registrar em sistema de forma clara, precisa e detalhada a descrição das ações executadas no atendimento;
• Manter os TMs informados sobre todo o ciclo de vida da sua solicitação (da abertura ao fechamento);
• Vivência com atendimento ao usuário final em campo (presencial).
• Conhecimento de rotinas de atendimento com fins de cumprimento de SLAs

• Record in the system clearly, accurately and in detail the description of the actions taken during each service.
• Keep the TMs informed about the entire lifecycle of their request (from opening to closure).
• Strong communication skills, professional demeanor and a customer-service focus.
• Ability to resolve or provide guidance for medium-complexity issues.

• Corrective and preventive maintenance, installation and relocation of multifunction and multi-brand printers; general microcomputer/PC support; remote-hands support when required.
• Complete all technical training provided, in accordance with company policy.
• Notify the SONDA team of any difficulties in fulfilling your duties.
• Escalate to the Level 3 (N3) support team when necessary; send evidence if part replacement or equipment replacement is required; request the validation code together with the requested part number from N3.
• Ensure compliance with service-level agreements (SLAs) for response and resolution; provide and update the status and progress of your tickets with the ticket management team, maintaining constant communication.
• Accurately and completely document all activities performed; complete the technical service report and update the ticket management app; include photographic records of the services provided to evidence completion; obtain the client’s signature/approval for the executed service as mandatory.
• Manage, control and inventory parts and spares under your responsibility and any local stock (storage); request replenishment of parts, handle reverse logistics, and perform maintenance and repair of backup equipment.
• Provide field service with travel to client sites for on-site support.
• Manage travel expenses, complete travel and expense spreadsheets for fuel, parking, tolls, etc., and submit expense reports in accordance with company policies.
• Company-leased vehicle: use only for work purposes; ensure maintenance, cleanliness and preservation of the vehicle; perform all required servicing on schedule; immediately notify SONDA management in the event of any incident or claim involving the vehicle, in accordance with company policies.
• Personal vehicle: must be used for technician travel and for transporting parts, spares and backup equipment that are under the contractor’s responsibility.

• On-site and remote support for the CEO, Vice Presidents and their secretaries, as well as Embraer’s internal corporate users
• Installation / maintenance of SOFTWARE / APPLICATIONS on customer equipment
• HARDWARE maintenance, performing diagnostics and part replacement