Customer Support Analyst responsible for providing efficient client support at CIAL Dun & Bradstreet. Engaging with clients via various channels to resolve issues and improve processes.
About the role
- Technical Support Analyst addressing complex user issues with a focus on ITIL best practices. Hybrid role based in São Paulo, leveraging advanced troubleshooting in various operating systems and services.
Responsibilities
- Act as the technical reference (Level 3) for resolution of complex incidents not resolved by previous tiers, performing advanced troubleshooting on workstations (Windows/macOS), Office 365, VPN, corporate software, peripherals and mobile devices.
- Conduct root cause analyses and ensure solutions are documented in the knowledge base.
- Provide technical supervision of the support team, monitoring performance, reviewing tickets, promoting ongoing training, supporting schedule management, and conducting technical onboarding for new members.
- Serve as the escalation point for critical incidents, ensuring effective communication with leadership and strategic areas.
- Analyze operational metrics (SLA, AHT, FCR and user satisfaction) and propose service desk process improvements based on ITIL best practices.
- Participate in technology evolution projects, ensuring a focus on user experience.
- Maintain and enhance technical documentation and the knowledge base.
- Represent the IT area with business units, aligning expectations, conducting satisfaction surveys and ensuring clear, professional, customer-focused communication.
Requirements
- Bachelor’s degree in Information Technology, Information Systems, Computer Engineering or related fields.
- Minimum of 6 years in end-user technical support, with strong experience resolving complex issues (Level 3).
- Minimum of 2 years leading support teams (formally or informally), with proven ability to mentor, train and develop staff.
- Proficient in Windows 10/11 (configuration, troubleshooting, imaging) and advanced knowledge of macOS.
- Office 365 specialist (Outlook, Teams, SharePoint, OneDrive, advanced Excel).
- Infrastructure: solid knowledge of Active Directory (users, groups, permissions, basic GPOs), networking (TCP/IP, DNS, DHCP, VPN) and connectivity troubleshooting.
- Experience managing the lifecycle of equipment (laptops, desktops, printers, peripherals).
- In-depth knowledge of ITIL (incident, problem, change) and experience with service desk tools.
- Ability to communicate across organizational levels, from end users to executive leadership.
- Intermediate level of Spanish.
Benefits
- Expenses: Reimbursable
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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