Bilingual Support Technician

Spread Tecnologia

. Proactively monitor critical systems and applications .

Posted 11/5/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management, including monitoring critical systems, performing diagnostics, and engaging technical teams for resolution. Proficient in IT support operations with strong organizational skills and effective communication under pressure.

Highest-signal resume keywords

Incident ManagementCritical Systems MonitoringITIL CertificationServiceNowOperational Metrics

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementTechnical EscalationInitial DiagnosticsCritical Incident TrackingSeverity ClassificationProactive MonitoringIT SupportOperational Metrics

Soft Skills

Strong Organizational SkillsExcellent CommunicationAbility To Work Under PressureProactivity

Tools & Technologies

ITSM ToolsServiceNowMonitoring Tools

Certifications & Qualifications

Technical CertificationsITIL Certification

Industry Keywords

SLAsMTTAMTTRCrisis ManagementWar Rooms

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Proactively monitor critical systems and applications
Identify failures and analyze alerts
Manage incidents by assessing severity, prioritizing issues, and performing technical escalation
Track critical incidents and participate in crisis management calls (War Rooms)
Perform initial diagnostics
Engage technical teams and monitor incident resolution
Work effectively under pressure, with a sense of urgency, strong organizational skills, proactivity, and excellent communication

Requirements

What you’ll need

Required language: English or Spanish (at least one of the two, with fluency)
Technical education in Information Technology or a related field
Experience in IT support and operations
Availability to work shifts and be on call on weekends and holidays
Experience proactively monitoring critical systems and applications
Knowledge of incident management, severity classification, prioritization, and technical escalation
Experience tracking critical incidents and participating in crisis management calls (War Rooms)
Knowledge of ITSM tools, preferably ServiceNow
Ability to perform initial diagnostics, engage technical teams, and monitor incident resolution
Technical and ITIL certifications are desirable
Experience with monitoring tools is desirable
Knowledge of operational metrics (SLAs, MTTA, and MTTR) is desirable

Benefits

Comp & perks

100% remote work, depending on the contract model
This position is also open to applicants with disabilities
Diversity and inclusion are core company commitments