Help Desk Technician Sao Paulo, Brazil
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Help Desk Technician

Sao Paulo, Brazil
Netcracker Netcracker Careers logo

If digital transformation, next-generation technology, and growth opportunities excite you, then join our Netcracker Technology team!  Our culture and collaborative work environment are the keys to our success.  Here you will work with the best in class global teams, earn a competitive salary and contribute to the largest digital transformations around the world.  

What’s in it for you?
At Netcracker, we are all entrepreneurs. This means we get creative when thinking of technical solutions, we explore possibilities and innovations and get excited about new technology.  We take complete ownership of our roles and aren’t micromanaged or left feeling like just another number. The results we achieve are highly visible to our leadership team and we are recognized for our work and promoted accordingly. 

What’s the scope of this role?

The professional we are looking for will be part of our professional services team and act as Tier1 Support for LATAM projects . The professional will be responsible for the first level of attendance for Production Operations, as well as Support & Maintenance for all Latam License Clients, speaking Portuguese, English and Spanish. Role includes activities related to 

  • Issue management;
  • Telephony/ Translations
  • Monitor Batch jobs;
  • Monitor Maintenance window;
  • Reports generation, including metrics.

 Responsibilities:

  • Level 1 Attendance for LATAM Customer Support operations.
  • Corporate Client attendance using phone and email (tier1 mailbox);
  • Incident reception from client Help Desk, ensuring information integrity;
  • Troubleshooting of incident reported, recording it into the issue management tool and addressing it inside internal areas for resolution;
  • Incident translation from Portuguese to English and vice-versa;
  • Incident translation from Spanish to English and vice-versa;
  • Incident Management for Critical issues, from the moment it is recorded until its closure;
  • License Management for Geneva, Infinys, RBM and Mediation products based on client’s current version;
  • SLA control and management according to the agreement and hierarchic escalation in case of potential risks.
  • Support phone calls, ensuring client support and participation of involved people on problem resolution for critical issues, clarifying questions and performing simultaneous translation when required;
  • Focal point between the client and other support levels, when needed;
  • Reports generation regarding incidents reported;
  • Monthly generation of Metrics/charts for incidents and clients.

What skills and experience will you need for this role?

  • English (fluent in writing, reading and speaking);
  • Translation skills: Portuguese x English and vice-versa;
  • Computer knowledge, proficient MS-Office user (MS Excel, Word, Power Point and MS-Access);
  • Availability to work in shifts.
  • Information Technology or Telecommunications background;
  • Previous experience/knowledge in call center/Help Desk;
  • Some knowledge in SQL language and UNIX;
  • ITIL knowledge
  • Experience with Development and Debugging Tools

Education :

  • Bachelor’s Degree in Computer Science or Related technical discipline and minimum 2 years of relevant experience

Who is Netcracker Technology?
We are a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, analytics, virtualization, and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.

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