IT Support Technician ensuring operations in diverse system landscapes, handling tickets, customer inquiries, and continual process optimization in a dynamic IT environment.
About the role
- Provide N3 support and sustainment for telecommunications systems, including monitoring, incident management, RCA, code fixes, automation, and observability. Collaborate with development, infrastructure, and business teams in agile environments to ensure stability and fast resolution of issues.
Responsibilities
- Telecom Systems Analyst focused on support and maintenance.
- Work in the sustainment of telecommunications systems, with emphasis on high availability, stability, and continuous improvement.
- Active monitoring of systems and services to ensure performance and availability.
- Identification, analysis, and handling of critical incidents (N3), with rapid impact mitigation.
- Execution of RCA (Root Cause Analysis) to prevent recurrence and drive continuous improvement.
- Fixing, optimizing, and evolving code to increase stability and reduce operational failures.
- Automation of routines using scripts, jobs, triggers, and stored procedures.
- Creation and maintenance of observability dashboards in Grafana.
- Work in agile processes (Scrum, Kanban, Jira).
- Handling and tracking incidents via Vivo Now and other ITSM tools.
- Development and execution of automated tests using Robot Framework.
- Preparation of clear and up-to-date technical documentation, ensuring traceability of deliverables.
- Collaboration with development, infrastructure, and business teams to deliver fast and effective solutions.
Requirements
- Completed higher education (Bachelor's degree or equivalent).
Benefits
- Company-subsidized health insurance for the employee.
- Option to include dependents in the health plan with payroll deduction.
- Dental assistance (optional).
- Option to include dependents in the dental plan with payroll deduction.
- Meal voucher or food allowance.
- Transportation voucher (optional).
- Impact & Care - Personal guidance program providing confidential emotional support and counseling in psychological, legal, financial, social, and pet care areas at no cost for the employee and eligible dependents.
- Gympass - Wellhub (access to over 700 gyms across Brazil with plans starting at R$29.90 via payroll deduction).
- Option to include dependents in Gympass - Wellhub (up to 3 dependents - paid via credit card).
- Access to Udemy through our intranet.
- Partnerships with major consumer brands.
- Agreement with SESC for employee and dependents.
- Discount agreements with educational institutions (undergraduate and postgraduate) and language/certification schools.
- Group life insurance.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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