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Stefanini Brasil

Junior Support Analyst

Stefanini Brasil

. Handle and log user requests in the ticket management system .

Posted 10/9/2026full-timeRemote • BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in ticket management, incident resolution, and user support within IT infrastructure. Proficient in categorizing and prioritizing requests while ensuring effective communication and escalation processes.

Highest-signal resume keywords
Ticket Management SystemIncident ResolutionFirst Call Resolution (FCR)User SupportIT Infrastructure

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
Ticket LoggingIncident HandlingSoftware ReinstallationData RecoveryRemote Access Support
Soft Skills
User GuidanceCommunication
Industry Keywords
Computer EngineeringComputer ScienceSystems AnalysisInformation Systems

About the role

Key responsibilities & impact
  • Handle and log user requests in the ticket management system
  • Categorize and prioritize tickets according to the rules and criteria established by the client
  • Guide users when requests fall outside the contracted scope
  • Provide support and resolve tickets by phone and through remote access
  • Answer questions related to IT infrastructure and the use of technology resources
  • Handle incidents involving unauthorized access, viruses, and software reinstallation
  • Log and route tickets related to hardware, software, infrastructure, service requests, on-site support, and data recovery
  • Resolve tickets eligible for FCR (First Call Resolution), seeking to resolve issues on the first contact
  • Log and open tickets for critical incidents and escalate them to the responsible teams

Requirements

What you’ll need
  • Incomplete or ongoing higher education in Computer Engineering, Computer Science, Systems Analysis, Information Systems, or related fields

Benefits

Comp & perks
  • Meal or food allowance
  • Discounts on courses, universities, and language institutions
  • Stefanini Academy — a platform offering free, up-to-date online courses with certificates
  • Mentoring
  • Benefits club for consultations and medical tests
  • Health insurance
  • Dental insurance
  • Benefits and discounts at leading establishments
  • Travel club
  • Pet insurance partnership