Engenheiro Suporte Técnico - Global Hitss - Home Office
Global Hitss
Engenheiro Suporte Técnico – Global Hitss – Home Office
Responsabilidades e atribuições
Realizar análise técnica avançada e troubleshooting de incidentes (nível 2) em ambientes VAS e IoT.
Atuar na investigação e resolução de problemas relacionados a redes, sistemas e aplicações de telecomunicações.
Interagir com clientes, equipes internas, parceiros e provedores de serviço para diagnóstico e solução de incidentes.
Conduzir e participar de pontes técnicas (Technical Bridge Calls) para resolução colaborativa de incidentes críticos.
Implementar soluções temporárias (workarounds) para minimizar impactos e garantir a continuidade dos serviços.
Trabalhar em conjunto com equipes L1/NOC e L3 para escalonamento e resolução de problemas complexos.
Garantir o cumprimento dos SLAs acordados com clientes, monitorando incidentes e prazos de resolução.
Apoiar atividades técnicas relacionadas a instalação, configuração e suporte de infraestrutura, incluindo sistemas, máquinas virtuais e conectividade.
Elaborar relatórios técnicos e participar da análise de causa raiz (RCA) de incidentes.
Requisitos e qualificações
O que buscamos
Experiência de 3 a 5 anos em suporte técnico, operações ou manutenção em ambientes de telecomunicações.
Vivência com gestão e resolução de incidentes técnicos em ambientes críticos.
Experiência em ambientes VAS, IoT ou redes móveis será considerada um diferencial.
Formação superior em Engenharia, Telecomunicações, Tecnologia da Informação ou áreas relacionadas.
Inglês avançado, com boa proficiência em leitura, escrita e comunicação verbal, para interação com clientes, parceiros e análise de documentação técnica.
Conhecimentos técnicos importantes
Sistemas operacionais Linux e/ou Solaris
Shell Script e automações básicas
Programação ou scripting em Python (diferencial)
Banco de dados Oracle ou MySQL, com conhecimento sólido em SQL
Protocolos de telecomunicações como GSM, SS7, SIGTRAN e Diameter
Conhecimento de fluxos de chamadas e roteamento em redes Core/VAS (3G, 4G ou 5G)
Protocolos como MAP, CAMEL, INAP, GPRS ou SMPP
Experiência com CDR (Call Detail Records) e sistemas de billing
Ferramentas técnicas como Wireshark, Postman, Jenkins e Ansible
Conhecimento de APIs e testes de integração
Competências que fazem a diferença
Pensamento analítico e forte capacidade de diagnóstico de problemas complexos
Boa comunicação e habilidade para interação com diferentes stakeholders
Organização para priorizar incidentes com base em impacto e criticidade
Capacidade de atuar em ambientes de operação contínua (24×7)
Perfil colaborativo e orientação para resolução de problemas
Modelo de trabalho
Modelo híbrido – aproximadamente 3 dias presenciais e 2 remotos, conforme necessidade do projeto.
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