Hybrid Technical Support Analyst, Mid-level

at Globalweb Corp

• Job title: Technical Support Analyst, Mid-level
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Technical Support Analyst helping VIP users with IT support and critical incident resolution. Focused on microinformatics, network troubleshooting, and ensuring service excellence.

Responsibilities

• Provide technical support for end-user computing and Field Services, focusing on VIP users and ensuring excellent service, professional conduct, and efficient resolution of critical incidents.
• Perform on-site and remote technical support for end-user computing (desktops, laptops, peripherals, printers, mobile devices).
• Provide basic to intermediate network support (connectivity, network access, initial troubleshooting).
• Serve VIP users directly, requiring clear communication, appropriate demeanor, and a high level of responsibility.
• Communicate proactively with users, vendors, and internal teams (phone, in-person, and support systems).
• Manage and prioritize critical tickets, ensuring SLA compliance and high-quality service.
• Act in crisis situations with rapid analysis, decision-making, and assertive communication.
• Track and manage IT assets (delivery, retrieval, replacements, and basic inventory).
• Coordinate and engage vendors and third-party providers when necessary.
• Handle and follow up on ticket backlog to ensure operational flow.
• Contribute to the creation, review, and execution of operational procedures and support processes.
• Operate in accordance with client and company-defined quality standards and service best practices.
• Support continuous improvement of support processes and user experience.

Requirements

• Minimum of 3 years of Field Services experience.
• Experience supporting VIP users.
• Intermediate knowledge of support processes and ITSM.
• ITIL certification.
• Experience in crisis management.
• Completed or in-progress degree in Systems Analysis, Computer Science, Data Processing, Information Systems, Informatics, Computer Engineering, or other Information Technology–related fields.

Benefits

• Health insurance.
• Dental insurance.
• Life insurance: provided to the employee at no cost, including funeral assistance and a birth/baby package, according to the insurer's specific rules.
• Meal allowance or food voucher.
• Transportation voucher: provided for the commute between home and work; 6% of the salary will be deducted monthly, limited to the benefit amount (optional).
• Birthday day off: the employee is granted a day off for their birthday, to be used on the birthday date and/or within the birth month.
• Partnerships and discounts (educational institutions, gyms, language schools, etc.).
• Workplace exercise/stretching sessions (occupational gymnastics).