Quality Digital

IT Support

• Log and manage first- and second-level support tickets
• Provide support for operating systems, software installation, Microsoft Office, networks, printers, and peripherals
• Perform maintenance on desktops, laptops, PIN pads, thermal printers, self-service kiosks, and internal software
• Contact vendors and provide technical follow-up with partners and Fields
• Perform directory mapping
• Configure Exchange email, user profiles, VPNs, and IP settings
• Monitor, handle, and update tickets in the queue, preventing backlogs that could affect the SLA and reducing the outstanding ticket backlog
• Create and update the knowledge base, procedures, support scripts, and troubleshooting solutions in the KCS portal

Junior Technical Support Specialist

Analyst

• Administer and support Microsoft 365, Exchange Online, and Exchange Server environments.
• Manage and maintain Active Directory (AD) and Azure Active Directory (Entra ID) environments.
• Administer Microsoft infrastructure services, including DNS, GPO, WSUS, and SCCM/MECM.
• Implement, monitor, and optimize security, access, and authentication policies.
• Perform advanced troubleshooting and resolve highly critical incidents.
• Conduct root cause analyses (RCA) and propose preventive and corrective actions.
• Develop scripts and automations using PowerShell.
• Participate in migration, upgrade, and modernization projects for Microsoft environments.
• Provide technical support to N1 and N2 teams, serving as an escalation point.
• Create and maintain technical documentation and operating procedures.
• Ensure the availability, performance, security, and governance of managed environments.
• Work on innovative and sustainable IT solutions to enhance clients’ businesses.

Senior Infrastructure Analyst

• Work as a Mid-Level QA Analyst on a B2C squad
• Write test scenarios
• Execute functional tests
• Monitor project releases
• Create documentation to support knowledge management
• Produce reports with quality metrics
• Analyze requirements
• Execute integration, API, and performance tests
• Provide support to the development team
• Create training materials and support the quality team
• Create manuals and user stories
• Design the test architecture, including environments, devices, and test data
• Perform layout testing and element inspection
• Help increase the coverage, efficiency, speed, and reliability of digital deliveries

Mid-Level Software Quality Analyst

Support Engineer

• Provide user support by telephone, remotely, or on-site
• Record incidents, analyze and handle tickets, and escalate them to resolution groups when necessary
• Handle tickets related to operating systems, software, hardware, networks, Microsoft Office, databases, printers, peripherals, services, security, and products
• Provide technical support to ensure high availability and performance of clients’ platforms
• Guide and train users as needed
• Perform requirements analysis, infrastructure design and development, testing, acceptance, and deployment
• Perform directory mapping
• Configure POP/Exchange email and Lotus Notes
• Configure user profiles
• Install VPNs
• Configure Active Directory and IP settings

Mid-Level Technical Support Analyst

• Act as an intermediary between clients and partners, following up on requests and service interactions
• Manage and schedule support tickets
• Support administrative and operational processes
• Close monthly operational controls and performance indicators
• Provide user support by phone, remotely, or on-site
• Record incidents for ticket analysis and resolution
• Escalate tickets to resolver groups when necessary
• Handle tickets related to operating systems, software, hardware, networks, Microsoft Office, databases, printers, and peripherals
• Handle technical requests related to services, security, products, and inventories
• Provide technical support to ensure high availability and performance of clients’ platforms
• Guide and train analysts and users when necessary
• Develop and maintain procedures for analysts working in operations

Full Process and Support Analyst

• Register and manage first- and second-level support tickets
• Provide support for operating systems and software installation
• Provide support for Microsoft Office, networks, printers, and peripherals
• Perform maintenance on desktop computers and laptops
• Map directories
• Configure POP/Exchange email and Lotus Notes
• Configure user profiles, install VPN, and configure Active Directory and IP settings
• Monitor, handle, and update tickets in the queue
• Prevent queues that could jeopardize the SLA and reduce the ticket backlog
• Create and update the knowledge base, procedures, and support and resolution scripts in the KCS portal
• Work as part of the Technical Support team with a proactive and committed attitude, along with strong interpersonal skills

Mid-Level Technical Support Specialist

• Register, monitor, and manage Level 1 and Level 2 support tickets
• Provide support to stores regarding systems, point-of-sale (POS) systems, processes, operational questions, promotions, and store organization
• Assist users via voice and chat
• Identify and resolve issues, striving to provide the best user experience
• Route and escalate tickets when necessary
• Monitor service and productivity metrics, ensuring quality and achievement of targets
• Consult, use, and contribute to updates to the knowledge base
• Create and update procedures, support scripts, and solutions for recurring issues in the KCS portal
• Work with support teams to identify opportunities to improve processes and support services

Junior Support Technician

• Receive incident reports via email, Microsoft Teams, WhatsApp, telephone, and ITSM
• Log tickets, classify severity, and confirm impact
• Initiate the escalation matrix
• Open the War Room and convene participants and teams
• Confirm the technical moderator from Profarma
• Manage the agenda, decision records, open items, and communications
• Issue periodic announcements and status updates throughout the incident
• Prepare and issue the Major Incident Post-Incident Report
• Formally create Problem tickets and ensure proper classification, assignment, deadlines, and workflow governance
• Monitor and report performance KPIs, including MTTA, escalation time, communication time, update SLA compliance, and the percentage of Post-Incident Reports completed on time
• Assume technical moderation of the crisis and appoint the responsible moderator
• Conduct technical investigation, diagnosis, containment, service restoration, and validation
• Define technical priorities and remediation strategies
• Make the necessary specialists and vendors available

Senior Support Technician

• Map out test scenarios
• Execute manual, API, and performance tests
• Write test scenario documentation
• Apply techniques to identify and prioritize test scenarios
• Identify nonconformities throughout the development lifecycle
• Assist in creating tools to reduce work time and automate functional testing
• Create reports with quality metrics to track work progress
• Execute integration, API, performance/load, and security tests

Marketing Analyst

• Define and produce content focused on campaigns and communication strategies for Quality Digital
• Participate in meetings with internal clients to understand briefs
• Interview clients to produce written case studies and video case studies
• Create an editorial calendar
• Produce client case studies for the website and sales team
• Create briefs for designers and develop content for campaigns, presentations, and communication and marketing materials
• Collaborate with the design and marketing teams to ensure visually appealing content aligned with the brand identity
• Support the production and curation of event content
• Liaise with the communications agency to align on requests and media and email marketing automation briefs
• Review and edit copy
• Attend events to capture videos and content for social media

Junior Marketing Analyst – Content Focus

Data Engineer

• Assist with database architecture for AI projects
• Assist with the implementation and maintenance of data pipelines for ingesting, storing, and processing large volumes of data
• Ensure that data is available, accessible, and ready for data scientists and other stakeholders
• Assist with prototyping and testing Generative AI models to solve specific business problems
• Participate in the analysis of logs and usage metrics for AI models to identify failures, unexpected behavior, or opportunities to improve the user experience
• Document processes, methodologies, and results related to AI projects
• Participate in designing business process solutions using AI

Mid-Level Data Engineer

Full-stack Engineer

• Mentor team members on testing practices, tools, and concepts
• Work on refactoring and support the QA team in building complex, automated test scenarios
• Monitor project rollout processes
• Identify and resolve issues, leading the team in critical situations
• Identify security vulnerabilities and support remediation efforts
• Create documentation mapping identified security scenarios
• Support the architecture team in validating and designing solutions
• Maintain an overall view of the project and support task breakdown and understanding
• Monitor and analyze team metrics, suggesting changes to planning and alignment processes
• Document and demonstrate solutions through flowcharts, layouts, diagrams, charts, code comments, and clear code
• Ensure solutions meet customer needs and follow best practices
• Support the team in identifying opportunities for technical improvement

Junior Technical Support Specialist

Senior Infrastructure Analyst

Mid-Level Software Quality Analyst

Mid-Level Technical Support Analyst

Full Process and Support Analyst

Mid-Level Technical Support Specialist

Junior Support Technician

Senior Support Technician

Mid-Level Software Quality Analyst

Junior Marketing Analyst – Content Focus

Mid-Level Data Engineer

Mid-Level Full-Stack Developer