Junior Support Analyst – L1

Stefanini Brasil

Analista de Suporte Junior atuando remotamente para a Stefanini. Registra e atende solicitações de suporte técnico de usuários.

Posted 4/25/2026full-timeRemote • BrasilJuniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Attend to and log all user requests through the ticket management system.
Categorize and prioritize tickets according to the client-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.
Provide 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 forward tickets that involve:
- Hardware
- Software
- Infrastructure issues
- Service requests
- Requests that require 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 support.
Basic knowledge of:
- Operating systems (primarily Windows)
- Networks and infrastructure
- Information security (viruses, access control, etc.)
Ability to prioritize and organize tasks according to SLA.
Good communication skills for user support.
Differentials:
Experience achieving first-level resolution (FCR) will be an advantage.

Benefits

Comp & perks

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 consultations and exams.
Medical assistance (healthcare).
Dental assistance (dental coverage).
Discounts and perks at leading establishments.
Travel club.
Pet care benefits.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supportincident resolutionoperating systemsnetworksinformation securityticket managementremote supportend-user supportdata recoveryfirst call resolution

Soft Skills

communicationprioritizationorganization