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Stefanini Brasil

Junior Bilingual Support Analyst

Stefanini Brasil

. Handle, log, and categorize user tickets through an ITSM tool .

Posted 10/6/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing first-level technical support and managing user tickets through ITSM tools, ensuring compliance with service-level agreements and contributing to knowledge management. Proficient in foundational operating systems and computer networks, with a strong focus on customer service and effective communication.

Highest-signal resume keywords
Technical Support ExperienceITSM Tool ProficiencyOperating Systems KnowledgeAdvanced English ProficiencyITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportTicketing ToolsOperating SystemsComputer NetworksIncident ResolutionService Desk ManagementKnowledge ManagementDocumentationUser GuidanceService-Level Agreement Compliance
Soft Skills
Clear CommunicationEmpathyLogical ReasoningCustomer Service Orientation
Certifications & Qualifications
ITIL Foundation Certification
Industry Keywords
ITSMService DeskUser SupportKnowledge-Centered ServiceHigh-Volume Environments

Tech Stack

Tools & technologies
DNSITSMLinuxMacOS

About the role

Key responsibilities & impact
  • Handle, log, and categorize user tickets through an ITSM tool
  • Provide first-level technical support, performing initial diagnosis and resolving basic hardware and software incidents
  • Guide users on the proper use of corporate systems, tools, and applications
  • Escalate incidents and requests to second- and third-level teams when necessary, monitoring the ticket lifecycle through closure
  • Keep service history and documentation properly completed and up to date
  • Contribute to the Knowledge-Centered Service (KCS) knowledge base by suggesting new articles and updates to operating procedures
  • Ensure end-user satisfaction and compliance with service-level agreements (SLAs)

Requirements

What you’ll need
  • Previous experience in technical support, service desk, or user support is preferred
  • Technical or higher education (completed or in progress) in Information Technology, Computer Networks, Information Systems, or a related field
  • Advanced English proficiency
  • Foundational knowledge of operating systems (Windows, macOS, or Linux)
  • Basic knowledge of computer networks (connectivity, cabling, Wi-Fi, VPN, DHCP, DNS)
  • Experience with or basic knowledge of ticketing/ITSM tools
  • Clear communication, empathy, logical reasoning for rapid issue triage, and a strong customer-service orientation
  • ITIL Foundation certification (v3 or v4) is a plus
  • Previous experience in high-volume corporate Service Desk environments is a plus

Benefits

Comp & perks
  • Food or meal allowance
  • Discounts on courses, universities, and language schools
  • Stefanini Academy — a platform offering free, up-to-date online courses with certificates
  • Mentoring
  • Discount club for consultations and medical exams
  • Medical insurance
  • Dental insurance
  • Benefits and discounts at leading establishments
  • Travel club
  • Pet care benefits