SERVICE DESK ANALYST II (SÃO PAULO-SP)

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 adicionaisEmployment under CLT regime (Brazil). Competitive salary, aligned with current market standards. Meal and/or food allowance (BRL 45.00 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 São Paulo, SP, 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.