Brazil
SONDA
Monkey
Junior Support Analyst
RemoteBrazil
São Paulo, São Paulo, Brazil
Automatic translation. Check the original.
About us
Monkey was founded with the grand purpose of using technology to simplify financial transactions between large companies and their supply chains. Easily and quickly, we improve the cash flow of our clients and suppliers through the anticipation of their invoices. All of this is made possible through spectacular partnerships with different financial institutions 🚀
Your mission will be to ensure a fluid and efficient experience for internal clients, working on incident resolution, technical and operational support, and contributing to the continuous evolution of IT processes, tools, and services.
Activities
- Provide technical support (N1/N2) to internal users and clients, remotely and/or in person.
- Diagnose and resolve incidents related to systems, access, devices, and networks.
- Manage and track tickets using ticketing tools, ensuring SLA compliance and appropriate communication with users.
- Support the management of access, permissions, and identities.
- Escalate critical incidents to specialized teams when necessary.
- Support the configuration and maintenance of equipment and work tools (laptops, VPN, printers, and similar).
- Document procedures, solutions, and knowledge base articles.
- Collaborate with Engineering, Security, and Product teams on problem-solving and improvements.
- Contribute to compliance with Information Security policies and best practices.
Minimum requirements
- Previous experience in IT support (N1/N2), Service Desk, or similar roles.
- Strong ability to diagnose and resolve technical problems.
- Experience with ticket management tools (Jira, Zendesk, Freshdesk, or similar).
- Knowledge of Windows and/or MacOS operating systems.
- Knowledge of access and identity management (Active Directory, Google Workspace, Okta, or similar).
- Understanding of networks, including TCP/IP, VPN, and Wi‑Fi.
- Intermediate English and Spanish for professional interaction.
- Organized and proactive, with good communication, a focus on problem-solving, and a genuine concern for providing an excellent user experience.
- 🛒 Meal/Food voucher on a Flash card, with the freedom to use it as you prefer;
- 🏠 Home Office allowance to support your remote routine;
- 🩺 Medical and Dental insurance 100% covered by the company;
- 💓 Life insurance, for more peace of mind in your day-to-day;
- 💪 Wellhub – access to gyms, studios, and wellness throughout Brazil;
- 📖 Monkey Academy – career development and acceleration programs;
- 🥳 Birthday day-off - so you can enjoy your day however you prefer;
- 😎 Partnership with Sesc for leisure, culture, and well-being;
- 🧑🍼 Extended Maternity and Paternity leave, so you can enjoy this special moment with peace of mind;
- 👶 Daycare assistance, to bring more security and balance to your routine.
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