SW Engineer, Service Desk Analyst

📋 Description

• Act as first point of contact for service alarms and incidents
• Monitor incidents in real time and respond to disruptions
• Provide clear, timely incident updates and documentation
• Follow runbooks and troubleshoot to resolve incidents
• Analyze logs using Grafana and other tools to identify impact
• Use basic SQL to investigate incident data

🎯 Requirements

• Bachelor's degree or 3+ years of relevant experience
• 1–2 years in Service Desk/Help Desk/IT support
• Based in Brazil and able to work remotely
• English at B2 level; ability to participate in calls and write updates
• Experience with ServiceNow, Jira, or Zendesk
• Read system logs; familiarity with Grafana or similar monitoring

🎁 Benefits

• Fully remote position for professionals based in Brazil
• Full-time role in a high-availability tech environment
• Exposure to cloud platforms and incident management
• Collaboration with engineering, operations, and customer teams
• Professional development through ITIL practices and cloud tech
• Opportunity to contribute to service reliability in a high-impact setting