About this 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.

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).

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.

Bilingual Support Analyst (Mid-level), Night Shift

Key skills