Bilingual Support Analyst (Mid-level), Night Shift
Stefanini Brasil
full-time
Posted on:
Location Type: Remote
Location: Brazil
Visit company websiteExplore more
About the role
- Receive and log all user tickets in the ITSM tool.
- Provide first-level technical support, including initial diagnosis and resolution of basic hardware and software issues.
- Guide users on the use of corporate systems and applications.
- Escalate tickets to higher support levels when necessary.
- Monitor and follow up on tickets until resolution.
- Keep service records and technical documentation up to date.
- Support the identification of updates and new procedures for the Knowledge Base.
- Prioritize service quality and user satisfaction.
Requirements
- Incomplete or in-progress higher education in IT (technical diploma completed or in progress is desirable).
- Basic knowledge of operating systems (Windows, macOS, and Linux).
- Basic understanding of computer networks.
- ITIL Foundation certification is desirable.
- Advanced or fluent English (required).
Benefits
- Meal allowance or meal voucher;
- Discounts on courses, universities, and language schools;
- Stefanini Academy — a platform with free, up-to-date online courses and certificates;
- Mentoring;
- Benefits club for medical consultations and exams;
- Medical insurance;
- Dental insurance;
- Perks and discounts club at partner establishments;
- Travel club;
- Pet care partnership.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporthardware issuessoftware issuesoperating systemscomputer networksITSM toolticket loggingservice recordstechnical documentationKnowledge Base
Soft Skills
user satisfactionservice qualitycommunication
Certifications
ITIL Foundation