Service Desk Analyst - On-site RJ (8x5)

As part of the Engineering team, you will act as the first level of on-site support allocated to an important client in the national telecommunications sector, providing technical support to users, ensuring a timely and satisfactory solution. You will be responsible for monitoring and ensuring the availability of systems and devices, acting with rapid response to requests and reported failures, with the support of second and third-level teams.

Responsibilities and assignments You will be responsible for:

• On-site support allocated at the client (in the city of Rio de Janeiro);
• First-level support of client requests, via system, email, and telephone;
• Recording support sessions in ticket management tools;
• Following and monitoring the client's environment, checking systems and machines to ensure full functionality;
• Analyzing and performing preventive maintenance in the client's environments;
• Maintenance of the monitoring system;
• Receiving and executing service requests (SR) from clients;
• Receiving and analyzing incident tickets;
• Providing workaround solutions to minimize impact on the client;
• Triggering and escalating other teams when necessary;

Requirements and qualifications What you need to know:

• Basic IT knowledge;
• Knowledge of Windows and Office;
• Basic notions of Unix;

What you need to have:

• High School Diploma;
• Clear and efficient communication;
• Teamwork;
• Initiative;
• Logical reasoning;
• Critical vision and sense of urgency;
• Basic English (Reading, Writing);

You will stand out if you have:

• Intermediate IT knowledge (systems and hardware);
• Experience with customer service;
• Experience with ticket registration tools;

Additional information At Icaro, we strongly encourage our professionals to cultivate our Culture, and although each person has their own way of being, we all have something in common: we are Icaronautas 🚀

What makes us a Great Place to Work? 😍 Daily life:

• Birthday Off
• Flexible hours
• Food allowance
• Meal voucher
• Transport voucher
• No dress code

Health and well-being:

• WellHub
• Health insurance
• Dental insurance
• Partnerships with professionals and establishments

Continuous development:

• Post-graduate assistance
• Language scholarship
• Training and capacity building program
• Tutoring and mentoring program

Support and care:

• Home Office allowance
• Daycare allowance
• Life insurance
• Awarded referrals
• Profit sharing

Breaktime: HR follow-up