Junior Support Analyst

Stefanini Brasil

Jr Support Analyst supporting users with technical issues. Join Stefanini's innovative and collaborative team to enhance user experience remotely.

Posted 4/16/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Attend to and record all requests from users registered in the ticket management system.
Categorize and prioritize tickets according to the rules defined by the client.
Inform the user when a request is outside the contracted scope.
Resolve tickets by phone and/or remote control.
Answer questions related to infrastructure and its use.
Resolve incidents of unauthorized access, viruses, and software reinstallation.
Record and forward tickets related to hardware, software, infrastructure issues, service requests, tickets requiring on-site support, and data recovery.
Resolve tickets eligible for FCR (First Call Resolution).
Create Critical Incident tickets for escalation.

Requirements

What you’ll need

Experience in customer service, technical support, or help desk.
Strong verbal and written communication skills, with a focus on clarity and courtesy when interacting with users.
Basic knowledge of computer systems and operating systems (Windows).
Organized, proactive, and detail-oriented.
Ability to follow procedures and use knowledge bases.
Comfortable working in a team and learning new tools and technologies.

Benefits

Comp & perks

Meal allowance or meal voucher
Discounts on courses, universities, and language schools
Stefanini Academy — platform with free, up-to-date online courses and certificates
Mentoring
Benefits club for medical consultations and exams
Health insurance
Dental insurance
Discounts and perks at selected establishments
Travel club
Pet care benefits

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

ticket management systemFirst Call Resolutioncomputer systemsoperating systemsWindowsremote controldata recoverysoftware reinstallationincident resolutionhardware troubleshooting

Soft Skills

customer servicetechnical supportverbal communicationwritten communicationorganizational skillsproactivedetail-orientedteamworkclaritycourtesy