Analista de Suporte Técnico N1.5 Júnior

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

Execute screening and handling of events and incidents according to standardized operational instructions (SOPs) and playbooks, ensuring integral registration in ITSM and timely escalation to higher levels, under the supervision of the Shift Operational Technical Coordinator.

Main Responsibilities

• Monitor IT infrastructure in real-time through tools provided by CPFL (Zabbix, Nagios, Splunk, Dynatrace or equivalents).
• Detect anomalies, failures, outages, or performance degradation.
• Register all incidents in the ITSM determined by CPFL Group, with evidence and complete history in the ticket, and track the incident from start to closure.
• Execute diagnosis and standard procedures (scripts and playbooks) for resolution of first-level incidents.
• Engage support teams according to priority and escalate to L2/L3 when necessary.
• Support war rooms with status updates and timeline logging, together with the Monitoring team.

Requirements and Knowledge

• Technical or higher education in progress in the IT field.
• Knowledge of infrastructure and systems in general: notions of servers, networks (TCP/IP, DNS, DHCP), services, and applications.
• Previous 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 Standard Operational Instructions (SOPs) for basic corrections, with adherence to the procedure.
• Notions of ITIL in incident, request, problem, and change processes.
• Clear technical writing for detailed logging of executed actions, observed symptoms, and evidence.

Preferred Qualifications

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

Behavioral Competencies

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

Indicators under direct influence

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

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

https://entrevista.starmindai.ai

Code: NAVA-N15JR