Hybrid Junior N1 Support Analyst

at Quality Digital

• Job title: Junior N1 Support Analyst
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: ITSM
• Location requirements: Hybrid, Rio de Janeiro, Brazil

About the role

• Analista de Suporte N1 JR providing IT support and solutions to clients. Collaborating with teams to tackle customer issues and enhance service delivery.

Responsibilities

• Receive, understand, log, classify, gather additional information and perform initial tests via phone calls, email and chat;
• Analyze and forward tickets promptly;
• Record information from support interactions conducted through the service channels in a clear and objective manner;
• Handle tickets following established procedures;
• Provide user support for the use of PC resources or corporate systems;
• Inform the requester of the incident/request about its progress, offering clarifications, guidance and information;
• Perform software configuration and installation;
• Log incidents in the ITSM tool to ensure they are routed to the correct team;
• Request, forward and monitor telephone maintenance services performed by external vendors.

Requirements

• High school diploma
• Experience in N1 Support and customer service (remote and phone);
• Experience installing and configuring software;
• Knowledge of the Windows operating system (7, 8, 10 and 11);
• Knowledge of the Office 365 suite;
• Basic understanding of Computer Networks and Information Security;
• Basic knowledge of ITIL;
• Good oral and written communication skills;
• Proactivity;
• Ability to work well in a team;
• Availability for flexible working hours.
• **Preferred qualifications**
• University degree in progress or completed in IT or related fields;
• ITIL certification;
• MCITP or MCSE certification.

Benefits

• Meal and/or grocery allowance for groceries and meals 🍴
• Medical and dental assistance so you and your family can maintain good health 💙
• Pharmacy discount program for medication savings 💊
• Childcare assistance according to current policy 🍼
• Gym partnership to encourage physical activity 🤸‍♀️🤸‍♂️
• Partnership with SESC for a variety of cultural and leisure programs ✈
• Partnerships for language studies, technology courses and online learning platforms 📚
• Payroll-deductible loan with attractive rates + financial education program 💰
• Corporate University and learning tracks with diverse content on technology, soft skills, market trends and more 👨‍💻
• Employee referral program with opportunities for prizes and bonuses 🎁
• Group life insurance ⛑