Help Desk Analyst L1

Description

Job Summary: We are seeking a Level 1 Technical Support professional to resolve incidents, manage tickets, and escalate complex cases to ensure operational continuity of services. Key Highlights: 1. Technical and functional incident handling and resolution. 2. Collaboration in continuous service improvement and automation. 3. Opportunity for professional development within a global and innovative team. 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 diagnostics and resolve 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 experience in microcomputer services: Help Desk / Level 1 Technical Support (Mandatory); end-user support. * Application support **(Desirable)** * Availability for rotating shifts * **Additional Information:** * Technical or Bachelor's degree in Computer Science, 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 we’re exactly what you’re looking for. Come and let’s build a better future — together!