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Stefanini Brasil

Junior Support Analyst

Stefanini Brasil

. Register, categorize, and prioritize requests in the ticket management system in accordance with established agreements and procedures .

Posted 10/28/2026full-timeRemote • BrazilJuniorWebsite

Core Competencies

Role fit
Core Competencies

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

Demonstrates expertise in technical support, particularly in ticket management and incident resolution, while effectively communicating with users and managing IT infrastructure issues. Proficient in utilizing remote access tools and operating systems to ensure efficient service delivery.

Highest-signal resume keywords
Technical Support ExperienceTicket Management SystemOperating Systems KnowledgeRemote Access ToolsStrong Communication Skills

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 SupportTicket ManagementIncident ResolutionIT Infrastructure KnowledgeVirus RemovalSoftware ReinstallationData RecoveryFirst Call ResolutionService RequestsHardware Issues
Soft Skills
Strong Verbal CommunicationStrong Written CommunicationOrganizational Skills
Tools & Technologies
Remote Access ToolsWindowsMicrosoft Office
Industry Keywords
Help DeskN1 Service DeskSupport Metrics

About the role

Key responsibilities & impact
  • Register, categorize, and prioritize requests in the ticket management system in accordance with established agreements and procedures
  • Handle and resolve tickets by phone and/or through remote access, striving for first-contact resolution (FCR — First Call Resolution)
  • Answer questions about the use of the IT infrastructure
  • Handle unauthorized access incidents, virus removal, and software reinstallation
  • Identify tickets requiring on-site support, hardware issues, service requests, or data recovery, and route them appropriately
  • Identify and create critical incident tickets for rapid escalation to higher support tiers
  • Guide users when a request falls outside the contracted scope

Requirements

What you’ll need
  • Previous experience in technical support (Help Desk / N1 Service Desk)
  • Currently pursuing or completed a degree in IT or a related field
  • Basic knowledge of IT infrastructure
  • Knowledge of operating systems (Windows/Microsoft Office)
  • Knowledge of remote access tools
  • Strong verbal and written communication skills
  • Organized and comfortable working with support metrics

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 offering discounts on consultations and medical tests
  • Health insurance
  • Dental insurance
  • Benefits and discounts club at leading establishments
  • Travel club
  • Pet care partnership