Help Desk Analyst L1

Description

Job Summary: We are seeking a Level 1 Technical Support specialist to handle incidents and requests, perform initial diagnostics, escalate complex cases, and support technical documentation. Key Highlights: 1. Incident and technical request handling and resolution. 2. Initial diagnosis and escalation of complex incidents. 3. Support in technical documentation and simple automations. Join Stefanini! At Stefanini, we are more than 30\.000 brilliant minds, connected from 41 countries, doing what they love and co\-creating a better future. **Responsibilities and Duties** Responsibilities: * Handle incidents and requests via support channels (phone, email, ITSM portal, chat, or help desk). * Register, categorize, and track tickets while adhering to established SLAs. * Perform initial diagnosis and resolution of functional and technical incidents. * Escalate complex cases to Level 3 specialists or development teams. * Execute basic validations on applications, web services, APIs, and databases. * Analyze logs, traces, and error messages to identify preliminary root causes. * Provide basic support for applications developed in various programming languages. * Conduct functional testing and post-deployment or post-change validations. * Develop and update technical documentation, procedures, and knowledge base articles. * Participate in monitoring and tracking activities for critical services. * Support simple automations, scripts, or basic technical queries. **Requirements and Qualifications** * **Basic and/or Theoretical** knowledge in at least one of the following programming languages: Java, .NET / C\#, Python, JavaScript, PHP, SQL. * Minimum 6 months to 1 year of experience in microcomputer services: Help Desk / Level 1 Technical Support (Mandatory); end-user support. * Application support **(Desirable)** * Availability for rotating shifts * **Additional Information:** * Graduate or Bachelor’s degree in Computer Science and Informatics, Administration, Systems Engineering, or related fields. * Computer assembly courses. Desirable * ITIL course, training, or certification **Additional Information** Looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow — together. Here, every action matters, and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then Stefanini is exactly what you’re looking for. Come and let’s build a better future — together!