Hybrid Support Analyst, Bilingual

at Sigga Technologies

• Job title: Support Analyst, Bilingual
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Belo Horizonte, Brazil

About the role

• Level 1 Support Analyst at Sigga Technologies providing IT customer service and support. Involving ticket triage, classification, and mentoring junior analysts in triage best practices.

Responsibilities

• Responsible for the first line of support, focusing on ticket triage, classification, prioritization, and the quick resolution of common or documented issues using knowledge base articles and standard procedures.
• Ensure accurate information gathering for escalations to Level 2 when necessary.
• Manage triage for complex, high-impact tickets when required.
• Serve as a point of reference for Level 1 colleagues.
• Mentor Junior Analysts in triage best practices and knowledge base utilization.
• Lead initiatives to improve triage efficiency and first-time resolution rates.
• Proactively identify ticket trends and recommend preventive measures.
• Act as a role model for process adherence and customer focus.
• Demonstrate leadership through mentoring and knowledge sharing.
• Take initiative to optimize triage processes.
• Maintain composure in high-pressure situations and escalations.

Requirements

• Minimum of four years of IT customer service experience
• Ongoing or completed an IT-related degree
• Familiarity with ITIL concepts and the incident lifecycle
• Completed an IT-related degree
• ITIL v3 or v4 Foundation certification

Benefits

• Meal voucher / food allowance
• Health insurance
• Dental plan
• Transportation allowance / parking discount
• Employee Assistance Program (Apoio Pass)
• Pharmacy discount program
• Gympass
• Life insurance