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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in ITSM ticket management and first-level troubleshooting while ensuring compliance with service level agreements. Familiarity with AWS environments and operating systems is essential for effective customer support.
Highest-signal resume keywords
ITSM Ticket ManagementAWS Basic KnowledgeWindows Operating SystemLinux Operating SystemAWS Certified Cloud Practitioner
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
First-Level TroubleshootingIncident DocumentationSLA ComplianceTicket LoggingEvent Monitoring
Soft Skills
Customer AssistanceEffective Communication
Tools & Technologies
AWSITSM
Certifications & Qualifications
AWS Certified Cloud Practitioner
Industry Keywords
Information TechnologyTicket TriageShift Schedule
Tech Stack
Tools & technologiesAWSITSMLinux
About the role
Key responsibilities & impact- Handle and triage tickets through ITSM.
- Ensure compliance with the first-response SLA.
- Assist customers by phone, through ITSM, and via email.
- Monitor customers’ AWS environments.
- Document events and incidents in tickets.
- Escalate incidents to specialized teams.
- Contact on-call staff when necessary.
- Open, log, track, and close tickets through ITSM.
- Perform first-level troubleshooting by following documented FAQ procedures.
- Work a 12x36 shift schedule, from 3:00 p.m. to midnight and from 11:30 p.m. to 7:30 a.m.
Requirements
What you’ll need- Basic knowledge of AWS.
- Basic knowledge of operating systems, including Windows and Linux.
- Degree in Information Technology, either in progress or completed.
- AWS Certified Cloud Practitioner certification is a plus.
Benefits
Comp & perks- Meal allowance
- Home office allowance (for remote positions)
- Life insurance (Prudential)
- Childcare assistance (in accordance with Brazilian labor law)
- Assistance for parents of children with special needs
- Birthday gift voucher
- Education allowance
- Culture allowance
- Birthday off
- TotalPass
- Annual bonus
- Health insurance (SulAmérica)
- Dental insurance
- Employee referral bonus program
- Reimbursement for certifications in the AWS career track
- Partnerships with educational institutions