Client Support Analyst providing operational support for advertisers on Meta platform. Handling technical inquiries, managing support tickets, and collaborating with departments.
About the role
- Junior Support Technician responsible for troubleshooting and resolving various IT issues for a global team. Focused on delivering efficient support while maintaining service quality in a hybrid work model.
Responsibilities
- Register and manage tickets, handling 1st- and 2nd-level requests;
- Provide support for operating systems and software installation, Microsoft Office, networks, printers and peripherals, as well as maintenance of desktops and laptops;
- Perform directory mapping, configure POP/Exchange and Lotus Notes email, set up user profiles, install VPN, and configure IP settings;
- Monitor, respond to and update tickets in the queue to prevent backlogs that could compromise the project SLA, and minimize ticket backlog as much as possible;
- Create and update the knowledge base, procedures, support scripts and problem-resolution articles in the KCS portal;
- Handle and resolve 2nd-level technical tickets, ensuring continuity of IT services;
- Perform analysis and troubleshooting on operating systems, networks and corporate applications;
- Provide remote and/or on-site support to users, focusing on complex or recurring incidents;
- Apply fixes, perform reinstalls, apply software updates and perform advanced configurations;
- Document support activities, solutions applied and procedures in the internal knowledge base;
- Perform activities related to relocation, replacement, installation and organization of IT equipment (such as laptops, desktops, monitors and peripherals) in accordance with area guidelines.
Requirements
- Knowledge of network troubleshooting, PC hardware and software, Service Desk tools, operating systems and Microsoft Office;
- Currently pursuing a university degree in a Technology-related field;
Benefits
- Meal and/or grocery allowance for market purchases and meals 🍴
- Medical and dental insurance so you and your family can stay healthy 💙
- Pharmacy discount program for medication savings 💊
- Childcare assistance according to current company 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 loans with attractive rates + financial education program 💰
- Corporate University and learning paths with diverse content on technology, soft skills, market trends and more 👨💻
- Employee referral program with potential rewards and bonuses 🎁
- Group life insurance ⛑
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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