Senior Technical Support Analyst, Libras

Stefanini Brasil

Analista de Suporte Técnico Sênior na Stefanini, prestando suporte técnico remoto. Atendendo e registrando solicitações de usuários e solucionando incidentes relacionados a sistemas.

Posted 4/25/2026full-timeRemote • 🇧🇷 BrazilSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Receive and log all user requests through the ticket management system.
Categorize and prioritize tickets according to the client's defined rules and SLAs.
Inform the user when a request is outside the contracted scope.
Provide support and resolve tickets via phone and/or remote access.
Offer support and clarify questions related to infrastructure and system usage.
Work on incident resolution such as:
Unauthorized access issues
Viruses and security
Software reinstallation
Log and route tickets related to:
Hardware
Software
Infrastructure issues
Service requests
Requests requiring on-site support
Data recovery
Resolve eligible tickets on first contact (FCR – First Call Resolution).
Create and escalate incident tickets for critical issues as needed.

Requirements

What you’ll need

Previous experience in technical support / Service Desk / Help Desk.
Knowledge of ticket management tools (ITSM).
Experience with remote support and end-user assistance.
Basic knowledge of:
Operating systems (primarily Windows)
Networks and infrastructure
Information security (viruses, access control, etc.)
Ability to organize and prioritize tasks according to SLA.
Good communication and user service skills.
Certification in Libras (Brazilian Sign Language).

Benefits

Comp & perks

Meal allowance or meal voucher;
Discounts on courses, universities, and language institutions;
Stefanini Academy — platform with free, up-to-date online courses and certificates;
Mentoring;
Benefits club for medical consultations and exams;
Medical assistance;
Dental assistance;
Discount and benefits club at top establishments;
Travel club;
Pet care partnership.

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

technical supportticket managementremote supportoperating systemsnetworksinformation securitydata recoveryfirst call resolutionsoftware reinstallationincident resolution

Soft Skills

communication skillsuser service skillsorganizational skillstask prioritization

Certifications

Libras certification