Receive, understand, log, categorize, gather additional information and perform initial tests via phone calls, email and chat;
Analyze and route tickets promptly;
Record support interactions handled through the support channels clearly and objectively;
Handle tickets following established procedures;
Provide users with support for using end-user computing resources or corporate systems;
Keep the requester informed about the status of the incident/request, providing clarifications, guidance and information;
Configure and install software;
Log tickets in the ITSM tool to ensure they are directed to the correct team;
Request, forward and follow up on telephony maintenance services performed by vendors.

High school diploma;
Experience in N1 Support and customer service (remote and telephone);
Experience supporting hardware (desktops, laptops, peripherals, printers, etc.);
Experience escalating to N2 and N3 teams;
Experience installing and configuring software;
Knowledge of Windows operating systems (7, 8, 10 and 11);
Knowledge of Office365;
Experience with ticketing/incident registration (ITSM);
Basic knowledge of computer networks and information security;
Basic knowledge of ITIL and HDI;
Good verbal and written communication skills;
Proactive attitude;
Ability to work well in a team;
Availability to work flexible hours.

Meal and/or grocery allowance to cover market purchases and meals
Medical and dental coverage for you and your family
Pharmacy partnerships for discounts on medications
Childcare assistance according to current policy
Gym membership partnership to encourage exercise
Partnership with SESC for a variety of cultural and leisure programs
Partnerships for language studies, technology courses and online learning platforms
Payroll-deductible loans with attractive rates + financial education program
Corporate University and learning paths with diverse content in technology, soft skills, market trends and more
Employee referral program with potential rewards and bonuses
Group life insurance

N1 Support Analyst

Key skills