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Monkey

Junior Support Analyst

Monkey

. Provide Level 1/Level 2 technical support to internal users and customers, remotely and/or on-site .

Posted 9/23/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Level 1 and Level 2 IT support, with strong technical troubleshooting skills and experience in ticket management tools. Proficient in access and identity management, as well as maintaining compliance with Information Security policies.

Highest-signal resume keywords
IT Support ExperienceTechnical TroubleshootingTicket Management ToolsAccess And Identity ManagementBilingual Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportTroubleshootingTicket ManagementWindows Operating SystemMacOS Operating SystemActive DirectoryGoogle WorkspaceOktaTCP/IPVPN
Soft Skills
OrganizedProactiveCommunicativeProblem-Solving MindsetCommitment To User Experience
Tools & Technologies
JiraZendeskFreshdeskVPNsPrinters
Industry Keywords
Level 1 SupportLevel 2 SupportService DeskInformation Security ComplianceUser Experience

Tech Stack

Tools & technologies
MacOSTCP/IP

About the role

Key responsibilities & impact
  • Provide Level 1/Level 2 technical support to internal users and customers, remotely and/or on-site
  • Diagnose and resolve incidents related to systems, access, devices, and networks
  • Manage and track tickets through ticketing tools, ensuring SLA compliance and appropriate communication with users
  • Support access, permissions, and identity management
  • Escalate critical incidents to specialized teams when necessary
  • Support the setup and maintenance of equipment and work tools, including laptops, VPNs, and printers
  • Document procedures, solutions, and knowledge base articles
  • Collaborate with Engineering, Security, and Product teams to resolve issues and drive improvements
  • Contribute to compliance with Information Security policies and best practices

Requirements

What you’ll need
  • Previous experience in IT support (Level 1/Level 2), Service Desk, or similar roles
  • Strong technical troubleshooting and problem-solving skills
  • Experience with ticket management tools (Jira, Zendesk, Freshdesk, or similar)
  • Knowledge of Windows and/or macOS operating systems
  • Knowledge of access and identity management (Active Directory, Google Workspace, Okta, or similar)
  • Basic knowledge of networking, including TCP/IP, VPN, and Wi-Fi
  • Intermediate English and Spanish for professional communication
  • Organized, proactive, and communicative, with a problem-solving mindset and a genuine commitment to providing an excellent user experience

Benefits

Comp & perks
  • Meal and food allowance on the Flash card, with the flexibility to use it as you prefer
  • Home office allowance to support your remote work routine
  • Medical and dental insurance fully covered by the company
  • Life insurance
  • Wellhub – access to gyms, studios, and wellness services throughout Brazil
  • Monkey Academy – career development and acceleration programs
  • Birthday day off
  • Partnership with Sesc for leisure, culture, and wellness
  • Extended maternity and paternity leave
  • Childcare allowance