Junior IT Support Analyst - On-site RJ

As part of the Engineering team, you will act in on-site service and 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.

Responsibilities and assignments You will be responsible for:

• On-site service allocated at the client (in the city of Rio de Janeiro);
• Handling client requests via system, email, and telephone;
• Recording and updating service requests 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;
• 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;
• Documenting and updating knowledge bases;

Requirements and qualifications What you need to know:

• Basic knowledge of computing and Windows operating systems and basic notions of Linux/Unix;
• Proficiency in using systems and tools from the Office/Microsoft 365 package;
• Notions of information security and identity and access management (IAM);
• Notions of how logical software asset management tools work (such as Microsoft Intune/SCCM);
• Basic notions of the ITIL methodology.

What you need to have:

• Completed Higher Education in the IT area;
• Clear and efficient communication;
• Ability to work in a team, proactivity, and excellent logical reasoning;
• Strong sense of urgency, critical posture, and ability to prioritize in handling calls with aggressive SLA deadlines;
• Basic English (Reading, Writing);

You will stand out if you have:

• Previous experience in IT support;
• Experience with the ServiceNow trouble-tickets tool;
• Basic knowledge of audit rules in corporate processes (SOX controls);
• Initial certifications in ITIL or in technologies related to logical security (IAM), operating systems, or Microsoft Intune/SCCM;

Additional information Within 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? 😍

Day-to-day:

• Birthday Off
• Flexible hours
• Food voucher
• 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 assistance
• Daycare assistance
• Life insurance
• Awarded referral
• Profit sharing
• Breaktime: HR monitoring