Junior Support Analyst

Qualiserve

. Handle and resolve technical support tickets, ensuring quality, responsiveness, and a positive user experience .

Posted 10/22/2026full-timeSão Caetano do Sul • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in technical support, particularly within the Microsoft 365 environment, while effectively managing user access and permissions. Proficient in troubleshooting hardware and software issues, with a focus on enhancing operational efficiency and user satisfaction.

Highest-signal resume keywords

Technical Support ExperienceMicrosoft 365 ProficiencyTroubleshooting SkillsUser Access ManagementIncident Tracking

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows KnowledgeSoftware InstallationEquipment ConfigurationNetwork TroubleshootingTCP/IPDNSDHCPPowerShellAutomationMonitoring Tools

Soft Skills

Strong Communication Skills

Tools & Technologies

Microsoft Entra IDMicrosoft IntuneTicket Logging ToolsService Desk Operations

Certifications & Qualifications

MS-900SC-900AZ-900

Industry Keywords

Managed Services ProviderInformation Security Best PracticesAccess ManagementSLA Management

Tech Stack

Tools & technologies

DNSTCP/IP

About the role

Key responsibilities & impact

Handle and resolve technical support tickets, ensuring quality, responsiveness, and a positive user experience
Diagnose and troubleshoot incidents involving hardware, software, operating systems, networks, and connectivity
Provide support for the Microsoft 365 environment, including Outlook, Teams, OneDrive, SharePoint, and related tools
Assist with user, permission, and access administration, including Microsoft Entra ID
Assist with the configuration, installation, and maintenance of equipment, applications, and IT resources
Track incidents and service requests, keeping records up to date and adhering to established SLAs
Escalate more complex tickets in a structured manner, sharing the evidence and analyses performed
Document procedures, solutions, and recurring issues to strengthen the knowledge base
Identify opportunities for improvement, automation, and incident prevention
Collaborate with the technical team, contributing to operational efficiency and customer satisfaction

Requirements

What you’ll need

Previous experience in IT technical support or service desk operations
Knowledge of Windows, software installation, equipment configuration, and troubleshooting
Basic knowledge of networks, TCP/IP, DNS, DHCP, and connectivity
Familiarity with Microsoft 365, especially Outlook, Teams, OneDrive, and SharePoint
Understanding of user, group, permission, and access management
Knowledge of ticket logging and tracking tools
Strong verbal and written communication skills, with the ability to translate technical issues into clear guidance for users
Experience working in Managed Services Provider (MSP) operations is a plus
Knowledge of Microsoft Entra ID, Intune, and device administration is a plus
Microsoft certifications such as MS-900, SC-900, or AZ-900 are a plus
Familiarity with information security best practices and access management is a plus
Knowledge of PowerShell, automation, or monitoring tools is a plus
Experience supporting corporate clients and managing SLAs is a plus

Benefits

Comp & perks

Medical insurance
Dental insurance
Childcare assistance
Career development plan
Meal allowance
Transportation allowance
Fuel allowance
Opportunity to expand your knowledge
Continuous development
Work with Microsoft technologies