Stefanini Brasil

Junior Support Analyst – Trilingual

Stefanini Brasil

full-time

Posted on:

Location Type: Remote

Location: Brasil

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Job Level

Junior

Tech Stack

ITSMMacOS

About the role

  • Act as the first level of support, providing technical assistance to users.
  • Clarify questions and resolve issues related to hardware, software, operating systems, networks and corporate applications.
  • Provide support via phone, email, chat and ticketing system.
  • Log, track and update incidents and requests in the Service Desk / ITSM system.
  • Ensure correct routing and follow-up of tickets according to defined SLAs.
  • Perform triage and initial diagnosis of technical incidents.
  • Apply first-level solutions or forward to specialized teams when necessary.
  • Update and maintain the knowledge base and technical documentation.
  • Create procedures and guidance for user support and self-service.
  • Identify incidents that require advanced support and perform appropriate escalation.
  • Provide technical support in Portuguese, English and Spanish, ensuring clear and efficient communication with local and international users.
  • Assist in monitoring systems, networks and critical services.
  • Work proactively to minimize impacts on the technology environment.
  • Advise users on correct use of corporate tools and information security best practices.
  • Support the generation of support reports and Service Desk performance indicators.

Requirements

  • Higher education in progress or completed in Information Technology or related fields
  • Experience in technical support or Service Desk
  • Basic knowledge of:
  • Operating systems: Windows / macOS
  • Networking fundamentals
  • Hardware and software support
  • Experience with ticketing/ITSM/Help Desk tools is a plus
  • Languages (Mandatory):
  • Spanish – Fluent (call handling)
  • English – Advanced (reading, writing and speaking)
  • Behavioral competencies:
  • Good communication
  • Empathy in user support
  • Organization and ticket management
  • Proactivity
  • Teamwork
  • Analytical and problem-solving skills
  • User experience focus
Benefits
  • Meal allowance or food voucher
  • Discounts on courses, universities and language schools
  • Stefanini Academy — online platform with free, up-to-date courses and certificates
  • Mentoring
  • Benefits club for medical consultations and tests
  • Medical assistance
  • Dental assistance
  • Discount club with offers at top establishments
  • Travel club
  • Pet care agreement
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportoperating systemsWindowsmacOSnetworking fundamentalshardware supportsoftware supportticketing systemsITSMincident management
Soft Skills
communicationempathyorganizationproactivityteamworkanalytical skillsproblem-solvinguser experience focus