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Junior Support Analyst – Shift 2
Vivo (Telefônica Brasil). Provide support and resolve tickets related to infrastructure, systems, and business operations .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident and problem management, utilizing statistical techniques for data analysis and optimization. Strong communication and collaboration skills are essential for effective interaction between Business and IT teams.
Highest-signal resume keywords
Incident ManagementProblem ManagementData AnalysisITIL CertificationAgile Methodologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data Collection SystemsStatistical TechniquesMicrosoft OfficeAgile MethodologiesOKRsScrum
Soft Skills
ProactiveOrganizedCommunicativeNegotiation SkillsAdaptability
Certifications & Qualifications
ITIL CertificationCOBIT Certification
Industry Keywords
Incident ManagementBusiness OperationsCrisis ProcessSLACustomer-Facing Experience
About the role
Key responsibilities & impact- Provide support and resolve tickets related to infrastructure, systems, and business operations
- Work in Incident Management
- Ensure the incident crisis process is carried out in accordance with established procedures and SLAs
- Strive for the shortest possible response time
- Analyze results and apply statistical techniques
- Develop and implement data analyses, data collection systems, and strategies to optimize efficiency and quality
- Collect data from primary or secondary sources and manage the information generated
- Ensure clear, transparent, and objective communication and collaboration between the Business and IT teams
Requirements
What you’ll need- Completed or ongoing higher education, preferably in a technology-related field
- ITIL and COBIT courses/certifications are desirable
- Advanced Microsoft Office skills
- Knowledge of agile methodologies, such as OKRs and Scrum
- Customer-facing experience
- Proven experience in incident management
- Proven experience in problem management
- Proactive, organized, and communicative profile
- Strong ability to present arguments, negotiate, and adapt to change
Benefits
Comp & perks- Flexible benefits package for employees and dependents, with options including gym membership, meal vouchers, food allowance, pharmacy assistance, medical and dental care, and life insurance
- Corporate mobile phone
- Unlimited voice and data plan
- Special discounts on Vivo landline, broadband, TV, and apps
- Annual bonus or Profit Sharing Program (PPR)
- Private pension plan
- Subsidy for school, daycare, or nanny expenses
- Remote work up to twice a week
- Flexible working hours
- Birthday day off
- Corporate volunteering program
- Educational Development Program with discounts at educational institutions, on certifications, and online courses
- Internal Recruitment Program in Brazil or abroad
- Physical, emotional, and social health initiatives, including nutritionists, psychologists, social services, and telemedicine