Job Summary

The Elite Job is seeking a highly motivated and technically skilled Technical Support Analyst to join our dynamic remote team. In this role, you will be the first point of contact for our customers, assisting with software, hardware, and network-related issues. You will troubleshoot problems, provide efficient solutions, and ensure the highest level of customer satisfaction. This is a fully remote position, perfect for candidates who thrive in fast-paced tech environments and are passionate about delivering exceptional IT support.

Key Responsibilities

• Serve as the first-level point of contact for all technical inquiries via email, chat, and phone.

• Diagnose and troubleshoot software, hardware, and network issues.

• Escalate complex incidents to the appropriate support tiers or departments.

• Track and manage issues using a ticketing system (e.g., Zendesk, Jira, or similar).

• Document troubleshooting steps and resolutions to build a robust internal knowledge base.

• Support software installations, updates, and user configurations remotely.

• Monitor system alerts and ensure timely resolution of incidents.

• Provide feedback to improve product documentation and user experience.

• Collaborate with developers, QA, and other teams to resolve user issues efficiently.

Required Skills and Qualifications

• Associates or Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).

• Proficiency in remote desktop tools and help desk software.

• Strong understanding of operating systems (Windows, MacOS, Linux).

• Basic knowledge of networking protocols (TCP/IP, DNS, VPNs, etc.).

• Ability to troubleshoot hardware issues and peripheral devices.

• Excellent problem-solving skills with a customer-first mindset.

• Strong verbal and written communication skills in Portuguese; English proficiency is a plus.

Experience

• Minimum of 1-3 years in a technical support or helpdesk role.

• Experience in SaaS support or working with ticketing systems is an advantage.

• Familiarity with cloud services (Google Workspace, Office 365, etc.) is a bonus.

Working Hours

• Full-time position (40 hours per week).

• Flexible schedule with core hours between 9:00 AM – 6:00 PM (Brasília Time).

• Occasional availability during evenings or weekends based on support needs.

Knowledge, Skills, and Abilities

• Ability to prioritize tasks and manage multiple technical issues simultaneously.

• Analytical thinker with a strong attention to detail.

• Team-oriented attitude with a commitment to knowledge-sharing and collaboration.

• A high level of accountability, independence, and self-motivation.

• Familiarity with ITIL or other service management frameworks is desirable.

Benefits

• 💼 Competitive salary package

• 🏠 100% remote work

• ⏰ Flexible working hours

• 📚 Access to training and certification programs

• 🎯 Performance-based bonuses

• 🌴 Paid vacation and national holidays

• 🧘 Wellness allowance or health plan contribution (varies by location)

Why Join The Elite Job?

At The Elite Job, we believe in building meaningful careers with purpose and growth. You will be part of a supportive, innovation-driven company that values your input and empowers your professional development. Work from anywhere while making a direct impact on the digital experience of our global customers. We are a team that values trust, transparency, and top-notch talent—come and grow with us!

How to Apply

Ready to take the next step in your IT career?
Send your resume and a brief cover letter to us
Please include Application – Technical Support Analyst (Remote) in the subject line.

Applications are reviewed on a rolling basis, so apply today!