Overview of the role:
We are looking for a Level 1 Support Analyst (Service Desk) to act as the first line of support for internal users, ensuring fast, efficient, and high-quality assistance with a strong focus on employee experience. This role is essential to maintaining business continuity and supporting daily operations in a dynamic corporate environment.
What you’ll do:
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Provide first-level technical support through ITSM tools, Slack, email, and other support channels
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Receive, classify, prioritize, and resolve incidents and service requests according to SLA
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Troubleshoot and resolve L1 issues related to end-user devices and workplace tools
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Provide support for MacOS workstations (setup, troubleshooting, and user assistance)
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Support corporate tools such as Google Workspace and Slack
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Assist with access and permission requests in GitHub
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Provide basic support for device management using Jamf
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Escalate unresolved issues to L2/L3 teams following defined procedures
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Support onboarding processes (device setup, account provisioning, and initial configurations)
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Ensure all incidents and requests are properly documented in the ticketing system
What you’ll bring:
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Previous experience in IT Support, Help Desk, or Service Desk roles
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Hands-on knowledge of Slack (corporate usage and support)
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Basic user and access administration in Google Workspace
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Basic access and permissions management in GitHub
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Experience supporting MacOS environments
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Basic experience with Jamf or other Apple device management tools
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Experience working with ITSM tools (ServiceNow, Jira Service Management, Freshservice, or similar)
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Basic networking knowledge (Wi-Fi, VPN, DNS, IP concepts)
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Strong communication skills and customer-service mindset
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Ability to manage multiple tickets and priorities effectively
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Advanced English (mandatory)
We require a candidate who has achieved or is capable of the following:
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Consistently meeting SLA targets and support quality standards
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Maintaining high First Contact Resolution (FCR) and user satisfaction (CSAT)
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Effectively documenting incidents and service requests
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Collaborating well with L2/L3 teams to ensure smooth escalations
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Supporting onboarding and daily operations with minimal disruption
It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply.
Benefits:
✨ Competitive compensation package
Remote-first work environment
Health plan (Bradesco Saúde Nacional with co-participation)
Dental plan (Bradesco Odonto Nacional)
Meal allowance through Caju (flexible benefits card)
Access to TotalPass (health & wellness program)
Individual learning & development budget
Childcare assistance for children up to 6 years old
️ Life insurance
