Junior N1 Support Technician

Company Introduction

Join a company passionate about technological transformation and embracing diversity in every form!

Overview and Responsibilities

This role pertains to a Service Desk operation that operates entirely remotely through digital channels, featuring a highly technical and resolution-focused approach.

Channels of Service

• Human interaction via chat and service portal for real-time registration, interaction, and remote resolution of incidents and requests.
• Automated support through RPA/Chatbots for initial triage or handling less complex services. Note: No inbound telephone support is included.

Primary Duties

• Maintain a high resolution rate, aiming for over 65% of tickets resolved during first contact at Level 1, minimizing escalation to Level 2 or field teams.
• Provide advanced troubleshooting for software issues through chat, including reinstalling software, applications, drivers, executing scripts, remote corrections on operating systems, and accessing client workstations remotely.
• Diagnose and repair network-related incidents remotely, handling VPN, connectivity issues across LAN/WLAN/WAN, and network slowness.
• Manage the entire incident lifecycle using the ServiceNow ITSM tool: accurately logging incidents via chat/portal, documenting solutions thoroughly, and escalating only after all logical troubleshooting steps are exhausted.

Key Deliverables and Performance Metrics

• Produce daily reports on critical indicators, weekly volume and SLA summaries, and a consolidated monthly governance report.
• Performance evaluated via KPIs including First Contact Resolution Rate (target over 65% at Level 1), Initial Response Time on chat, incident resolution time by priority, ticket reopen rate, and user satisfaction survey (CSAT) scores.

Additional Information

The scope of this Service Desk operation, based on contracts and volume data, is strictly remote and digital with a strong technical and resolution-driven profile.