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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing second-level technical support, analyzing and resolving escalated incidents, and ensuring IT service continuity while adhering to company policies. Strong organizational skills and a user-focused approach are essential for monitoring and resolving support tickets effectively.
Highest-signal resume keywords
Second-Level Technical SupportIncident Analysis And ResolutionUser AssistanceTechnical DocumentationCompliance With Service Levels
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportProblem AnalysisTicket MonitoringEquipment ConfigurationUser Profile Management
Soft Skills
Strong Communication SkillsUser-Focused ApproachOrganizational Skills
Tools & Technologies
Corporate SystemsApproved Applications
Certifications & Qualifications
Technical Education In IT
Industry Keywords
IT Service ContinuityService Level ComplianceSupport Ticket Management
About the role
Key responsibilities & impact- Provide on-site or remote support to users.
- Provide specialized second-level technical support (L2).
- Analyze, diagnose, address, and resolve incidents and requests escalated by the first-level support team.
- Analyze and resolve escalated technical tickets.
- Configure equipment, user profiles, access permissions, and applications.
- Provide support for corporate systems and approved applications.
- Open and monitor tickets with vendors when necessary.
- Support equipment moves, deployments, inventories, and operational projects.
- Validate equipment after maintenance, replacement, or upgrades.
- Record and document technical procedures and implemented solutions.
- Monitor critical or recurring tickets.
- Apply company policies and procedures when analyzing and resolving issues.
- Work to ensure IT service continuity, compliance with agreed service levels, and user satisfaction.
Requirements
What you’ll need- Technical education in IT or a related field.
- Experience in activities related to the field.
- Knowledge of technical support and user assistance.
- Ability to analyze, diagnose, and resolve problems.
- Knowledge and application of company policies and procedures.
- Strong communication skills and a user-focused approach.
- Organized and committed to monitoring and resolving support tickets.
- Availability to work fully on-site in Campos Elíseos, São Paulo, Brazil.
- Availability to work Monday through Friday, from 8:30 a.m. to 5:30 p.m.
Benefits
Comp & perks- SONDA Academy: a learning platform designed to maximize your professional development.
- SONDA Wellness: a program focused on work-life balance, with initiatives supporting physical, mental, and social well-being.
- Personal and professional development opportunities.
- Inclusive environment and equal opportunities.