Global Technical Support Specialist

2 semanas atrás

Fortaleza, Ceará, Brasil beBeeTechnical Tempo inteiro R$80.000 - R$100.000

We are seeking a skilled IT Technical Support Analyst to join our team in providing 24/7 support for our core transaction processing platform.

This is a critical role that involves monitoring and assessing potential issues across key IT applications, systems, and devices. You will use various tools to monitor alerts, perform first and second-level troubleshooting, correlate manual alerts, and resolve issues as needed.

This hands-on technical role requires working closely with architecture, infrastructure, application, and operational support teams to maintain and improve our systems. Responsibilities include everything from certificate renewals and patching to software deployments and network configuration changes.

Please note: This is a 24/7 support environment. The position will cover one of several shifts, including one weekend day (Sun-Thurs or Tues-Sat).

Shift: 3rd Shift – 11 PM to 7 AM (BRT)

About the Role
  • Monitor key alerts and notifications, driving timely response and resolution.
  • Investigate, troubleshoot, and resolve technical issues in a 24x7x365 environment.
  • Understand the impact of applications and infrastructure on employees, partners, and customers.
  • Stay informed of production changes that may affect system functionality or alerting.
  • Collaborate across teams to ensure appropriate urgency and focus on issues.
  • Troubleshoot, reproduce, and document incidents and problems.
  • Create and maintain knowledge base articles and shift turnover documentation.
  • Manage incident ticket queues and route tickets to appropriate support teams.
  • Handle ad hoc requests and adopt new procedures as needed.
  • Develop and maintain automation scripts and monitoring improvements.
  • Review network, system, and application logs to identify state changes.
  • Escalate and manage tickets to resolution.
  • Correlate faults and system data into defined events using multiple tools.
  • Provide leadership, coaching, or mentoring to junior team members as needed.
Required Skills and Qualifications
  • 4–6 years of technical experience in a similar environment.
  • Bachelor's degree in CIS, MIS, or a related field—or equivalent work experience.
  • Preferred certifications: Splunk, VMware, Network+, A+.
  • Basic scripting or coding knowledge (PowerShell, Python, JavaScript, HTML/CSS).
  • Solid understanding of TCP/IP and the OSI model.
  • Intermediate to advanced knowledge of Unix/Linux OS.
  • Strong written and verbal communication skills.
  • Ability to multitask and prioritize in a fast-paced environment.
  • Capable of handling complex issues independently.
  • Strong analytical thinking and attention to detail.
What We Offer

We value innovation, operational excellence, and continuous improvement. If you're looking to join a global company that shares your passion for technology and customer satisfaction, we'd love to hear from you.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.

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