Junior Support Analyst

Stefanini Brasil

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

Posted 10/28/2026full-timeRemote • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong user support capabilities with a focus on problem-solving and effective communication. Proficient in handling technical issues related to hardware, software, and IT infrastructure while ensuring adherence to support procedures.

Highest-signal resume keywords

Technical SupportFirst Call ResolutionTicket Management SystemProblem-Solving MindsetUser Support Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Basic Knowledge Of ComputersHardwareSoftwareIT InfrastructureData Recovery

Soft Skills

Strong Communication SkillsOrganizational SkillsProactivityTeam Collaboration

Tools & Technologies

Remote Access ToolsTicket Management Software

Industry Keywords

User RequestsIncident LoggingCritical Incident EscalationSupport Procedures

About the role

Key responsibilities & impact

Handle and log user requests through the ticket management system.
Classify and prioritize tickets according to established criteria and procedures.
Provide technical support by phone and through remote access, answering questions about infrastructure and the use of technology resources.
Resolve issues related to access, viruses, software reinstallation, and other incidents eligible for remote support.
Resolve tickets on the first contact whenever possible (FCR – First Call Resolution).
Log and route incidents involving hardware, software, infrastructure, data recovery, and requests requiring on-site support.
Identify and log critical incidents, escalating them appropriately to the responsible teams.
Advise users on requests that fall outside the scope of the contracted support services.

Requirements

What you’ll need

Strong communication and user support skills.
Basic knowledge of computers, hardware, software, and IT infrastructure.
Ability to identify problems, record information, and route requests appropriately.
Organizational skills, proactivity, and a problem-solving mindset.
Ability to work effectively in a team and follow support procedures.
Monday to Friday, 8:00 a.m. to 5:00 p.m., remote work.
This position is also open to candidates with disabilities.

Benefits

Comp & perks

Meal allowance or food voucher
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 exams
Medical insurance
Dental insurance
Benefits and discounts at leading establishments
Travel club
Pet care benefits
Remote work