Junior IT Support Technician

Quality Digital

. Register, track, and manage support tickets, handling first- and second-level support requests .

Posted 11/7/2026full-timeCuritiba • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing support tickets and providing first- and second-level technical support, with a focus on enhancing user experience and service quality. Proficient in troubleshooting hardware and software issues, utilizing ticketing systems, and contributing to knowledge base management.

Highest-signal resume keywords

Help Desk ExperienceTechnical SupportTicketing Systems KnowledgePOS Systems ExperienceTroubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network TroubleshootingDesktop TroubleshootingSoftware TroubleshootingHardware TroubleshootingMicrosoft OfficeWindows KnowledgeService Desk ToolsSupport Metrics MonitoringKnowledge Base ManagementProcedure Management

Soft Skills

User Experience FocusCommunication SkillsProblem-Solving Skills

Tools & Technologies

Voice Support ToolsChat Support Tools

Industry Keywords

Support TicketsService QualityOperational QuestionsStore OrganizationRetail Systems

About the role

Key responsibilities & impact

Register, track, and manage support tickets, handling first- and second-level support requests
Provide support to stores regarding systems, point-of-sale (POS) systems, processes, operational questions, promotions, and store organization
Assist users via voice and chat channels
Identify and resolve issues while delivering the best possible user experience
Route and escalate tickets when necessary
Monitor support and productivity metrics, ensuring service quality and achievement of targets
Consult, use, and contribute to updating 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 service delivery

Requirements

What you’ll need

High school diploma
Knowledge of network, desktop, software, and hardware troubleshooting; Service Desk tools; operating systems; and Microsoft Office
Previous experience in Help Desk, Service Desk, technical support, or customer service (a plus)
Knowledge of ticketing systems (a plus)
Basic knowledge of Windows, networks, and peripherals (a plus)
Experience with POS or retail systems (a plus)
Knowledge of voice and chat support tools (a plus)
Familiarity with knowledge bases and procedure management (a plus)
Experience monitoring support metrics (a plus)
Availability to work a 6-on/1-off schedule across different shifts between 8:00 a.m. and 8:00 p.m.

Benefits

Comp & perks

Meal and/or food allowance
Medical and dental insurance
Pharmacy partnerships with discounts on medications
Childcare assistance in accordance with current policy
Partnership with SESC, offering a variety of cultural and leisure activities
Partnerships supporting language and technology studies, as well as access to a course platform
Payroll-deducted loans at attractive rates
Financial education program
Corporate University and learning tracks
Referral program with opportunities for prizes and bonuses
Group life insurance
An environment conducive to learning and professional growth
Performance reviews and feedback focused on continuous development