Job Overview

Job Type

Full Time

Pay

Not disclosed

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Job description

Location:: Brazil
Work arrangement:: On-site

Role Summary

As part of the Engineering team, you will work a 12x36 night shift as the first level of service and interface with 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, acting quickly to respond to requests and reported failures, with the support of second and third level teams.

In everyday life

Work anywhere: you can work remotely or from one of our offices
Birthday Off
Flexible hours
Food voucher
Meal voucher
Transport voucher
No dress code

Health and well-being

WellHub
Health plan
Dental plan
Partnerships with professionals and establishments

Continuous development

Postgraduate aid
Language scholarship
Training and capacity building program
Tutoring and mentoring program

Support and care

Home Office Assistance
Daycare assistance
Life Insurance
Award-winning nomination
Profit sharing
Breaktime: HR monitoring

Responsibilities

You will be responsible for

First-level service to customer requests, via system, email and telephone;
Recording calls in ticket management tools;
Monitor and monitor the customer's environment, checking systems and machines to ensure full functioning;
Analyze and perform preventive maintenance in customer environments;
Maintenance of the monitoring system;
Receive and execute service requests (SR) from customers;
Receive and analyze incident tickets;
Provide workaround solutions to minimize impact on the customer;
Activate and escalate other teams when necessary;

Requirements

What you need to know

Basic computer knowledge;
Knowledge of Windows and Office;
Unix basics;

What you need to have

Availability to work on a 12x36 scale;
Complete High School;
Clear and efficient communication;
Teamwork;
Initiative;
Logical reasoning;
Critical vision and sense of urgency;
Basic English (Reading, Writing);

You stand out if you have

Intermediate IT knowledge (systems and hardware);
Experiences in customer service;
Experience with ticket recording tools;

Benefits

Within Icaro we really encourage our professionals to cultivate our Culture, and although everyone has their own way of being, we all have something in common: we are Icaronauts 🚀
What makes us a Great Place to Work? 😍