Overview of the role:
Flutter Brazil is looking for a Level 1 Support Analyst (Service Desk) to act as the first point of contact for internal users, ensuring fast, efficient, and high-quality technical support.
In this role, you will be responsible for maintaining a smooth day-to-day operation by resolving incidents and service requests, supporting workplace tools, and delivering an excellent employee experience. You will work closely with internal teams and escalate issues when needed, contributing to a reliable and scalable IT support environment.
What you’ll do:
- Provide first-level technical support via ITSM tools, Slack, email, and other support channels
- Receive, classify, prioritize, and resolve incidents and service requests according to SLA
- Troubleshoot issues related to end-user devices and workplace tools
- Support MacOS workstations, including setup, troubleshooting, and user assistance
- Provide support for corporate tools such as Google Workspace and Slack
- Manage access and permissions requests in GitHub
- Provide basic support for device management using Jamf
- Escalate unresolved issues to L2/L3 teams following defined procedures
- Support onboarding processes, including device setup, account provisioning, and initial configurations
- Ensure proper documentation of all incidents and requests in the ticketing system
What you’ll bring:
- Proven experience in IT Support, Help Desk, or Service Desk environments, handling high volumes of requests with quality and consistency
- Strong hands-on experience supporting modern workplace tools, including Slack, Google Workspace, and GitHub (access and permissions management)
- Solid experience supporting MacOS environments, including device setup, troubleshooting, and end-user support
- Familiarity with Apple device management tools (e.g., Jamf) and understanding of endpoint management best practices
- Experience working with ITSM tools (such as ServiceNow, Jira Service Management, or Freshservice), with a strong focus on ticket organization and lifecycle management
- Good understanding of basic networking concepts (Wi-Fi, VPN, DNS, IP) and ability to troubleshoot common connectivity issues
- Strong communication skills, with the ability to explain technical concepts clearly to non-technical users
- Ability to prioritize effectively, manage multiple tickets simultaneously, and maintain quality under pressure
- A customer-centric mindset, with genuine care for user experience and problem resolution
- Advanced English (mandatory)
We require a candidate who has achieved or is capable of the following:
- Consistently deliver support within SLA targets, balancing speed and quality
- Resolve a high percentage of issues at first contact (strong ownership and troubleshooting skills)
- Maintain clear, structured, and reliable documentation across all tickets
- Act as a trusted first point of contact for employees, providing a smooth and positive support experience
- Quickly adapt to new tools, processes, and a fast-paced, evolving environment
- Identify recurring issues and proactively suggest improvements to reduce operational friction
- Collaborate effectively with L2/L3 teams, ensuring smooth escalations and knowledge sharing
- Take ownership of problems end-to-end, ensuring they are fully resolved and not just handed off
👉 It’s ok if you don’t think you tick every box on this list. We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply. 🚀
Benefits:
✨ Competitive compensation package
💻 Remote-first work environment
🏥 Health plan (Bradesco Saúde Nacional with co-participation)
🦷 Dental plan (Bradesco Odonto Nacional)
🎯 Meal allowance through Caju (flexible benefits card)
💪 Access to TotalPass (health & wellness program)
🧠 Individual learning & development budget
👶 Childcare assistance for children up to 6 years old
🛡️ Life insurance
Localidade: RECIFE