Junior Support Technician

Spread Tecnologia

. Assist users via chat and the Service Portal .

Posted 9/22/2026full-timeRemote • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in advanced troubleshooting, remote system fixes, and network incident resolution while effectively managing the ticket lifecycle in ServiceNow. Proficient in utilizing RPA/Chatbots for initial triage and achieving high first-contact resolution rates.

Highest-signal resume keywords

Advanced TroubleshootingServiceNow/ITSM ToolsRemote Workstation AccessNetwork Incident DiagnosisScript Execution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Advanced TroubleshootingReinstalling SoftwareRemote Operating System FixesDiagnosing Network IncidentsVPN ConnectivityLAN/WLAN/WAN ConnectivityTicket Lifecycle ManagementKPI ReportingCSAT MonitoringFirst-Contact Resolution

Soft Skills

Solution-OrientedDetail-Oriented Documentation

Tools & Technologies

ServiceNowRPAChatbots

Industry Keywords

ITSMIncident ManagementRemote Support

Tech Stack

Tools & technologies

ITSMRPAServiceNow

About the role

Key responsibilities & impact

Assist users via chat and the Service Portal
Log, engage with, and resolve incidents and requests remotely in real time
Use RPA/Chatbots for initial triage or lower-complexity services
Achieve a first-contact resolution rate above 65% at Level 1
Perform advanced software and systems troubleshooting
Reinstall software, applications, and drivers
Apply scripts and perform remote operating system fixes
Remotely access workstations
Diagnose and remotely resolve network incidents, slow performance, VPN issues, and LAN/WLAN/WAN connectivity problems
Manage the ticket lifecycle in ServiceNow
Log tickets, document solutions, and escalate cases to Level 2/Field Service after all logical troubleshooting steps have been exhausted
Generate daily KPI reports, weekly volume and SLA reports, and a monthly governance book
Monitor FCR, MTTR, resolution time, reopen rate, and CSAT

Requirements

What you’ll need

Strongly technical and solution-oriented profile
Experience with advanced troubleshooting
Knowledge of reinstalling software, applications, and drivers
Knowledge of script execution
Knowledge of remote operating system fixes
Experience with remote workstation access
Knowledge of diagnosing and remotely resolving network incidents
Knowledge of VPN and LAN/WLAN/WAN connectivity
Knowledge of ServiceNow/ITSM tools
Ability to document solutions in detail and justify escalations to Level 2/Field Service
Availability to work via chat and portal, with no inbound telephone support

Benefits

Comp & perks

Fully remote operations through digital channels
Possibility of 100% remote work, depending on the contract model
Inclusion and diversity as a company commitment
Remote support via chat and the Service Portal