Brazil
Pentera
SONDA
IT Support Technician
Brazil
Santa Maria, Federal District, Brazil
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About the opportunity
Live the SONDA experience
Here you transform your career!
Why be part of SONDA?
We have an opportunity for IT professionals to work as an IT Support Technician, in a 100% on-site model, in Asa Norte, Brasília – DF.
We are looking for professionals with experience in technical user support, good communication, and problem-solving and analysis skills, who are interested in developing their careers in a collaborative and dynamic environment.
♿This vacancy is also open to people with disabilities and INSS beneficiaries.
+ Diversity + Inclusion = Innovation and collaboration
At SONDA, we are committed to diversity. We promote an inclusive environment, ensuring that talents can work in a positive environment that invites them to develop their professional careers with equal opportunities.
We believe that diversity is fundamental to driving innovation. Therefore, we seek candidates based on their professional qualifications, regardless of race, skin color, religion, age, sex, sexual orientation, gender identity, nationality, or disability.
Be part of our team! #VempraSONDA #GP1 #LI-DNP #LI-ONSITE
Schedule: Monday to Friday, from 09 AM to 18 PM
Hiring: CLT (permanent).
In this role, you will
- Provide on-site and remote technical support to client users;
- Handle, analyze, and resolve tickets escalated from support levels 1, 2, and 3;
- Perform technical diagnostics, identify issues, and route tickets as needed;
- Act in resolving recurring and more complex incidents;
- Monitor tickets, deadlines, and established SLAs;
- Analyze and respond to emails related to technical demands, proposing solutions for identified problems;
- Support root cause analysis of incidents;
- Interact with vendors and specialized teams to resolve occurrences;
- Perform on-site support at the client's facilities and external services, as needed;
- Record actions taken and keep ticket information updated;
- Comply with technical procedures and policies established by SONDA and the client;
- Contribute to the quality of service and user satisfaction.
Minimum requirements
Required for the opportunity
- Currently pursuing higher education;
- Experience with technical user support;
- Basic knowledge of IT and IT support;
- Ability to analyze problems, identify potential causes, and seek solutions;
- Good communication and ability to interact with users and technical teams;
- Organization to track tickets, deadlines, and simultaneous demands;
- Commitment to procedures, service quality, and SLA compliance.
It will be a differential
- Experience with escalated ticket handling;
- Experience with ticket management tools;
- Experience in incident and SLA monitoring;
- Knowledge in root cause analysis and troubleshooting;
- Experience in technical support in corporate environments.
What can you expect from us?
Work flexibility, promoting balance between your personal and professional life. Professional development and constant skill enhancement, always according to your interests.
A collaborative, diverse, and innovative environment that encourages teamwork.
What we offer?
- SONDA Academy: a learning platform that seeks to maximize your professional development.
- SONDA Wellness: a program that seeks to support you in balancing your personal and professional life, promoting initiatives focused on physical, mental, and social health.
- And much more!
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