Junior Service Analyst – IT Technical Support

Role Overview

• Monitor and analyze the performance of field equipment (notebooks, desktops, tablets, mobile phones, electronic voting machines, kiosks and other solutions), identifying deviations, recurring failures and opportunities to improve products and processes.
• Manage and follow up after-sales incidents, recording, investigating and directing technical issues to the responsible areas, contributing to root-cause identification and implementation of corrective actions.
• Act as an interface between customers, Authorized Service Centers and internal departments, tracking tickets, requesting updates and ensuring compliance with established deadlines and service levels (SLA).
• Provide technical support to the network of Authorized Service Centers, offering guidance on diagnosis, maintenance, assembly and disassembly of equipment, and assisting in preparing field teams for support of new products.
• Assess failures reported in the field, perform technical analyses, request sample units when necessary and support investigations to ensure accurate diagnoses.
• Prepare reports and KPIs for the area, monitoring failure rates, warranty costs, product performance and other strategic information to support decision-making.
• Manage warranty processes with the authorized network, ensuring correct execution of procedures and compliance with agreed standards.
• Control inventory and parts movement, monitoring availability of items required to meet technical support demands.
• Support technical training for field teams and the authorized network, sharing knowledge on maintenance, diagnosis and repair of equipment.
• Work in a dynamic environment, handling multiple simultaneous demands with a focus on problem solving, a sense of urgency, proactivity and communication across different areas of the organization.

Requirements

• Technical education in Electronics, Mechatronics, Electrotechnics, IT or related fields; or degree/ongoing studies in Systems Analysis and Development, Computer Engineering, Electronic Engineering, Electrical Engineering, Information Systems or related areas.
• Experience with maintenance, diagnosis and technical support for notebooks, desktops, tablets, mobile phones or electronic equipment.
• Knowledge of assembly and disassembly, fault identification and hardware diagnostics.
• Analytical skills for investigating failures, validating recurring issues and proposing technical solutions.
• Good communication skills for interacting with customers, service centers, suppliers and internal teams.
• Proactive, organized profile with a sense of urgency, ability to work in dynamic environments and manage multiple simultaneous demands.
• Knowledge of after-sales processes, technical support procedures and product performance indicators is desirable.
• Interest in technology, hardware and technical analysis of electronic equipment.

Benefits

• Health and dental insurance
• Zenklub: health and well-being platform, including psychological counseling
• Casa da Saúde: medical and dental consultations, plus clinical tests
• Gympass
• On-site cafeteria or Meal Allowance
• Pharmacy discount
• Medical Emergencies: agreement with the health plan for at-home or telemedicine services
• Semi-flexible working hours
• Hybrid work
• Childcare assistance and maternity kit
• Discounts at Universidade Positivo (UP) – for employees and dependents
• Saber Mais: Professional Development Portal
• Discounts at Colégio Positivo for employees' children
• PPR (Profit Sharing / Performance Bonus)
• Good Card: payment card accepted at over 130,000 establishments
• Life insurance
• Payroll-deductible loan
• Private pension plan
• Transportation allowance or parking
• Parceiro Positivo: website with discounts on our products