Support Engineer, Oracle Agile PLM
Rimini Street
OracleServiceNow
Tri-lingual Support Analyst, Junior
Stefanini Brasil
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Provide support and log user requests through the ticket management system (Service Desk)
- Categorize and prioritize tickets according to rules and SLAs defined by the client
- Inform users when requests fall outside the scope of the current contract
- Provide support and resolve tickets via phone and/or remote access
- Clarify questions related to the use of IT infrastructure
- Handle incident resolution such as unauthorized access, virus removal, software reinstallation, and system support
- Escalate or route tickets related to hardware, software, infrastructure, service requests, and issues requiring onsite support
- Log data recovery requests when necessary
- Ensure First Call Resolution (FCR) for eligible tickets
- Open Critical Incidents and escalate to the responsible teams when necessary.
Requirements
- Fluent English, written and spoken (required)
- Fluent Spanish, written and spoken (required)
- Higher education or technical qualification in technology-related fields
- Knowledge of Service Desk tools and processes.
Benefits
- Meal allowance or meal voucher
- Discounts on courses, university programs, and language schools
- Stefanini Academy - platform with free, up-to-date online courses with certificates
- Mentoring
- Childcare assistance
- Benefits club for medical consultations and tests
- Medical assistance (health insurance)
- Dental assistance (dental insurance)
- Discount club with offers at leading establishments
- Travel club
- Pet care benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ticket managementincident resolutiondata recoveryvirus removalsoftware reinstallationsystem supportFirst Call Resolutionremote access supporthardware supportservice request handling
Soft skills
communicationproblem-solvingprioritizationcustomer serviceclarificationescalationcollaborationorganizationbilingual communicationuser support
Certifications
higher education in technology-related fieldstechnical qualification in technology-related fields
