SERVICE DESK ANALYST II

About the Company

SourceHub operates as a Shared Services Center (SSC) for the ScanSource Group, a U.S.-based multinational company founded in 1992 and headquartered in Greenville, South Carolina. ScanSource specializes in the distribution of global technology products and services from leading partners such as Microsoft, Dell, HP, Intel, and Lenovo, delivering innovation and support that drive our customers’ digital transformation.

As SourceHub, we are responsible for delivering Finance and Accounting, Human Resources, Information Technology, Procurement and Supply Chain, Legal and Compliance, and general administrative services with efficiency and quality.

We are currently seeking an Connectivity Service Desk Analyst II to support and manage mobile connectivity, IoT, and telecommunications services, ensuring operational continuity, high service quality, and an excellent customer experience.  This professional will be responsible for the administration of connectivity services, technical troubleshooting, incident management, interaction with telecom providers, and continuous improvement initiatives, contributing to service reliability, compliance, and customer satisfaction.

Responsabilidades e atribuições

• Manage the lifecycle of connectivity services, including activations, provisioning, suspensions, cancellations, and line or device changes.
• Configure and support mobile connectivity and IoT services, ensuring proper operation and service availability.
• Monitor the operational status of connectivity services and support the implementation of new telecom solutions.
• Provide technical support for mobile connectivity, cellular services, IoT solutions, and related technologies.
• Register, categorize, track, and manage incidents through corporate service management tools while ensuring SLA compliance.
• Support analysis of telecommunications consumption, utilization, and billing, identifying discrepancies and ensuring data accuracy.
• Ensure compliance with internal policies, information security standards, data protection requirements, and operational procedures.

Requisitos e qualificações

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications Engineering, Network Engineering, or a related field.
• Advanced English, with the ability to participate in meetings, analyze technical documentation, interact with global telecom providers, and support international customers.
• 3 to 5 years of experience in Telecom Operations, Service Desk N2, connectivity support, corporate mobility, or IoT environments.
• Strong knowledge of LTE, 5G, APN management, SIM management, SmartSIM, and IoT Connectivity solutions.
• Experience with Telecom Operations, incident management processes, and service management tools.
• Experience working with Salesforce and ticketing platforms.
• Excellent communication and customer-oriented mindset, with the ability to collaborate across cross-functional and global teams.
• Self-motivated, organized, proactive, and committed to continuous improvement and operational excellence.

Informações adicionais

• Employment under CLT regime (Brazil). 
• Competitive salary, aligned with current market standards. 
• Meal and/or food allowance (BRL 40.00 per business day). 
• Transportation allowance or free on-site parking. 
• Health insurance plan. 
• Dental insurance plan. 
• TotalPass. 
• Hybrid work model (3 days on-site and 2 days remote). 
• Must reside in Curitiba, PR, or the surrounding metropolitan area.
• Work schedule: Monday through Friday, from 11:00 AM to 9:00 PM (Brazil time).
• Annual Profit-Sharing Program (PPR), based on performance and goal achievement. 
• Birthday Day Off. 
• Life insurance.