* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)
* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.
Área: Outros
Nível: Junior
*Please, submitting your CV in English will be a plus!**
As a Junior Support Analyst, you will have the opportunity to be part of a constantly growing global support organization, playing a key role in maintaining the operational efficiency of our support queues and ensuring the delivery of high-quality services.
Want to be part of this transformation? Then this position is for you!
Responsibilities:
Monitor and manage the daily flow of tickets in the support queue
Classify, prioritize, and assign tickets to the appropriate support groups
Ensure SLA compliance by tracking response and resolution times
Follow up on open tickets, verifying updates and next steps with technical teams
Identify potential bottlenecks and escalate cases when needed
Maintain clear and proactive communication with the support team and customer-facing stakeholders
Support the team by keeping process documentation and internal dashboards up to date
Contribute to continuous improvement initiatives related to ticket handling and team productivity
Requirements:
Technical or bachelor’s degree in progress in IT, Computer Science, Engineering, or related areas
Around 1–2 years of experience in support environments, service desk, or operations roles
Strong organizational skills and attention to detail — ability to manage multiple tickets efficiently
Basic understanding of IT infrastructure (Windows, Linux, networks) and technical ticket workflows
Intermediate English (reading and writing) – advanced is a plus
Good communication skills, teamwork, and customer service mindset
Familiarity with ticketing tools like Jira Service Desk or ServiceNow is a plus
Nice to Have:
Basic knowledge of ITSM or ITIL processes
Experience with reporting or dashboards for support metrics
Familiarity with PAM/IAM or cybersecurity environments
Interest in growing within support operations or IT service management
Benefits:
- Hiring Model: “CLT”
- Health Plan (No co-participation) - Sulamérica;
- Dental Assistance (No co-participation) - Sulamérica;
- Meal vouchers (R$ 1.100,00/month) - CAJU;
- Home office allowance (R$100.00/month);
- Wellhub;
- Birthday Day Off;
- English classes;
- Access to ALURA (technical and personal/professional development courses)
- Equipment needed to carry out the activities.
- Fully remote position.