StefaniniVerificada
12681140 - ANALISTA SUPORTE BILINGUE JR N1
Sobre a empresa
Há quase 40 anos, o Grupo Stefanini transforma desafios em oportunidades por meio da tecnologia, da inovação e das pessoas. Somos um ecossistema global de tecnologia, presente em mais de 40 países e formado por mais de 35 mil pessoas, conectadas pelo propósito de cocriar soluções para um futuro melhor.
Nossa cultura é construída todos os dias pelas pessoas que fazem parte dessa história. Valorizamos relações éticas, o protagonismo, o aprendizado contínuo e a capacidade de transformar ideias em resultados. Esse jeito de ser se traduz nas nossas 5 Atitudes Empreendedoras: Comprometimento com o cliente, Liderança pela atitude, Respeito pelas pessoas, Coragem para inovar e Humildade para aprender.
Acreditamos que tecnologia só gera transformação quando existe uma verdadeira parceria entre pessoas, negócios e inovação. Por isso, buscamos fazer a diferença para nossos clientes, nossos talentos e para a sociedade, construindo soluções que gerem valor e contribuam para um futuro melhor.
É assim que seguimos evoluindo: com coragem para inovar, humildade para aprender, respeito para construir juntos e comprometimento para fazer acontecer.
Sobre a vaga
Join Stefanini and be part of a global journey of transformation. You’ll collaborate with clients to develop innovative solutions that combine technology, artificial intelligence, and human creativity, while contributing to meaningful impact for businesses and people. If you’re looking to grow in an environment that values innovation, respect, autonomy, and partnership, we’d love to hear from you.
This hybrid role is based in São Paulo, Brazil. The schedule is 6 days per week: Monday to Friday, 11:20 a.m. to 7:00 p.m., and Saturday, 8:20 a.m. to 4:00 p.m.
Responsibilities
- Receive, record, and categorize user requests through an ITSM platform.
- Provide first-level technical support by diagnosing and resolving basic hardware and software incidents.
- Guide users on the proper use of corporate systems, tools, and applications.
- Escalate incidents and requests to second- or third-level teams when needed, and track them through resolution.
- Keep support records and documentation complete and up to date.
- Contribute to the Knowledge-Centered Service (KCS) knowledge base by suggesting articles and procedure updates.
- Promote user satisfaction and meet service level agreements (SLAs).
Required Qualifications
- Technical or higher education, completed or in progress, in Information Technology, Computer Networks, Information Systems, or a related field.
- Advanced English proficiency.
- Knowledge of operating system fundamentals, such as Windows, macOS, or Linux.
- Basic computer networking knowledge, including connectivity, cabling, Wi-Fi, VPN, DHCP, and DNS.
- Familiarity with ticketing or ITSM tools.
- Clear communication, empathy, logical reasoning for efficient issue triage, and a strong customer service orientation.
Nice to Have
- ITIL Foundation certification, version 3 or 4.
- Previous experience in a high-volume corporate service desk environment.
What We’re Looking For
You’ll bring a customer-focused approach and the ability to communicate clearly while helping users resolve technical issues. Your logical thinking and attention to detail will support effective triage, accurate documentation, and a positive service experience.
Previous experience in technical support, service desk, or user support is desirable.