Service Support Level 2 Analyst - Service Desk

At Ball, integrity and trust are the foundation of who we are. Guided by our core values—"We Care. We Work. We Win.”—we create a culture where every voice matters and every idea drives progress.  
Further your career at Ball, a world leader in manufacturing sustainable aluminium packaging. Achieve extraordinary things when you join our team, and make a difference in your professional development, the community, and around the globe! 
Create a new future. Apply Today.  
* This position will be posted internally for a minimum of 5 days and will remain open until filled or adjusted based on the volume of applicants.  

Your Opportunity to Make an Impact

At Ball, every role contributes to something bigger. Learn how this opportunity will allow you to grow your career while making a lasting impact on our business, our communities, and our planet:

As a Service Support L2 Analyst, you will play a critical role in delivering reliable end-user support across Ball’s global technology environment. Working within a 24x7 support model, you will help bridge the gap between IT and the business by resolving technical issues, improving support processes, and ensuring a high level of customer satisfaction. You will also serve as a key escalation point and mentor for Level 1 analysts, contributing to the continuous maturity of the support organization.

How You'll Make a Difference

The responsibilities below represent more than daily tasks. They are opportunities to make a difference, collaborate with talented colleagues, and contribute to meaningful outcomes:

• Provide Tier 2 support for IT-supported applications, devices, systems, and technologies, ensuring timely and effective issue resolution.
• Monitor, prioritize, and manage support requests across phone, email, chat, and ticketing channels while maintaining high customer satisfaction.
• Collaborate with global and regional IT teams to deliver consistent support services and meet established service level agreements (SLAs).
• Maintain accurate documentation, knowledge base articles, troubleshooting procedures, known errors, and workarounds to support continuous improvement.
• Ensure compliance with security, governance, and regulatory requirements, including adherence to established IT policies and standards.
• Provide coaching, mentoring, and skills development support to Level 1 analysts and assist leadership with support quality assessments.

What Helps You Thrive in This Role

We're looking for curious minds, collaborative spirits, and motivated professionals ready to make an impact. Here are the skills and experiences that will help you succeed in this role:

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred, or equivalent professional experience.
• Experience supporting production environments, infrastructure administration, troubleshooting, automation of recurring tasks, and incident management.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Knowledge of IT service management (ITSM) frameworks and best practices, including ITIL methodologies.
• Experience with Microsoft Windows environments, end-user computing, networking fundamentals, remote support tools, and cloud technologies.
• Excellent communication, customer service, organizational, and stakeholder management skills, with the ability to work independently and collaboratively.

Additional Information

• Location: São José dos Campos/SP
• Hybrid On-Site Work Environment (living at São José dos Campos) or 100% Remote (living far from of São José dos Campos region): This position requires regular in-person engagement by working on-site for three (3) days per work week (with core collaboration days of Tuesday, Wednesday and Thursday) or remote from the location of the candidate. Remote work may also be considered, depending on the candidate’s distance from the Ball office. 

Job Grade: Global Grade 9