Junior N1.5 Technical Support Analyst

At Nava, we believe in the power of technology to transform businesses — and we have a challenging and strategic opportunity waiting for you.

Come build solutions with us!

Position Mission

Perform screening and handling of events and incidents according to standardized operating instructions (IOPs) and playbooks, ensuring accurate registration in the ITSM system and timely escalation to higher levels, under the supervision of the Shift Technical Operations Coordinator.

Key Responsibilities

• Monitor IT infrastructure in real-time using tools provided by CPFL (Zabbix, Nagios, Splunk, Dynatrace, or equivalents).
• Detect anomalies, failures, outages, or performance degradation.
• Log all incidents in the ITSM system designated by the CPFL Group, including full evidence and history within the ticket, and track the incident from initiation to closure.
• Execute diagnostics and standard procedures (scripts and playbooks) to resolve level-one incidents.
• Engage support teams based on priority and escalate to L2/L3 when necessary.
• Support war rooms by providing status updates and documenting timelines, in collaboration with the Monitoring team.

Requirements and Knowledge

• Technical degree or currently pursuing a bachelor's degree in IT.
• Knowledge of general infrastructure and systems: basics of servers, networks (TCP/IP, DNS, DHCP), services, and applications.
• Prior experience with at least one ITSM tool (Jira Service Management, ServiceNow, GLPI, Remedy, or similar) for opening and updating tickets.
• Familiarity with monitoring tools and reading operational dashboards.
• Ability to execute Standardized Operating Instructions (IOPs) for basic corrections, adhering strictly to procedures.
• Understanding of ITIL processes regarding incidents, requests, problems, and changes.
• Clear technical writing skills for detailed logging of actions taken, observed symptoms, and evidence.

Differentials

• ITIL 4 Foundation certification.
• Experience in a 24x7 monitoring environment or operations center.
• Understanding of event correlation and identification of false positives.

Behavioral Competencies

• Sense of urgency and prioritization skills.
• Procedural discipline — strict adherence to the playbook is what protects the metrics at this seniority level.
• Clear and objective oral and written communication.
• Resilience to work in shift rotations, including overnight shifts, weekends, and holidays.

Directly Influenced Metrics

TXINCN15 (proactive detection), FCRN15 (resolution at own level), and DISPCENN15 (shift attendance).

Interested? Apply for the position and complete your technical interview with SophIA:

https://entrevista.starmindai.ai

Code: NAVA-N15JR