Suporte N1

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Suporte N1 based in Brazil.

This role offers the opportunity to provide high-impact remote technical support, helping users resolve incidents quickly and efficiently through digital service channels.
You will be part of a technology-focused environment where problem-solving, customer experience, and operational excellence are key priorities.
The position focuses on first-level resolution, troubleshooting, and ensuring a seamless support experience for end users.
You will work with modern IT service management tools while handling software, connectivity, and system-related challenges.
This is an ideal opportunity for a proactive IT professional who enjoys diagnosing issues and delivering practical solutions.
You will contribute directly to improving service quality through performance monitoring, documentation, and continuous improvement initiatives.

The Suporte N1 professional will be responsible for providing remote technical assistance, resolving incidents, and ensuring high-quality service delivery through digital support channels. The role requires strong troubleshooting skills, attention to detail, and commitment to operational performance. Key responsibilities include:

• Providing human support through chat and service portals, handling real-time interactions and resolving technical incidents remotely.
• Supporting automated service channels such as RPA and chatbots by assisting with triage processes and lower-complexity requests.
• Resolving more than 65% of assigned tickets at the first contact level by applying effective troubleshooting techniques.
• Performing advanced troubleshooting for software issues, including application support, software reinstallation, driver updates, script execution, operating system corrections, and remote workstation assistance.
• Diagnosing and resolving connectivity-related incidents involving networks, VPNs, LAN/WLAN/WAN environments, and system access issues.
• Managing the full incident lifecycle through ITSM platforms such as ServiceNow, ensuring accurate ticket registration, documentation, and escalation when required.
• Recording detailed solutions and technical actions taken to support knowledge sharing and continuous improvement.
• Monitoring operational indicators and contributing to service performance goals, including response times, resolution times, ticket reopening rates, and user satisfaction.
• Preparing operational reports, including daily indicators, weekly SLA monitoring, and monthly performance summaries.

Requirements:

The ideal candidate is a technically skilled support professional with experience in IT service environments and a strong customer-focused mindset. This role requires analytical thinking, communication skills, and the ability to manage multiple priorities in a remote setting. Required qualifications and skills include:

• Previous experience in IT support, Service Desk, technical support, or similar N1 support roles.
• Knowledge of troubleshooting processes for software, operating systems, applications, and remote environments.
• Experience supporting connectivity issues, VPN access, and basic network troubleshooting.
• Familiarity with ITSM tools, ticket management processes, and incident lifecycle management.
• Ability to document technical solutions clearly and accurately.
• Strong problem-solving skills with a proactive and resolution-oriented approach.
• Good communication skills for effective interaction with users through digital channels.
• Ability to work independently in a fully remote environment.
• Customer-focused mindset with attention to service quality and user experience.
• Experience with performance indicators such as SLA, FCR, TMR, CSAT, and ticket resolution metrics is a plus.

Benefits:

• Fully remote work model.
• Full-time employment opportunity.
• Opportunity to work in a technology-driven and collaborative environment.
• Exposure to modern IT support tools and service management practices.
• Professional development opportunities within the technology sector.
• Inclusive workplace culture that values diversity and equal opportunities.
• Opportunity to contribute to projects focused on innovation and digital transformation.