Level 1 Support Analyst

Description

Job Summary: Emiteaí is seeking a Level 1 Support Analyst to join our technical team, responsible for delivering efficient support, resolving incidents, and ensuring customer satisfaction. Key Highlights: 1. Passion for technology and continuous pursuit of improvements 2. Commitment to excellence and customer satisfaction 3. Teamwork and a dynamic work environment Emiteaí, an innovative company in the logistics and transportation sector, is looking for a **Support Analyst** to join our technical support team. The professional will be responsible for ensuring efficient support, resolving medium-complexity technical incidents, and promoting satisfaction among our customers. We seek someone available to work on a **Tuesday–Saturday schedule**, with **Tuesdays as a half-day (short "Friday")**, **in-person work on Wednesdays and Thursdays**, and **remote work on all other days**. We operate in two shifts: **2:00 PM to 10:00 PM**, according to departmental needs. If you are passionate about technology, continuously pursue improvements, and are committed to excellence, we’d love to meet you! **Responsibilities** * Manage and resolve medium-complexity incidents related to systems and infrastructure. * Provide technical support and guidance to Level 1 Support Analysts for more challenging issues. * Proactively diagnose failures and propose preventive solutions to avoid recurrence. * Deliver remote and in-person support for critical cases. * Document developed solutions and update the knowledge base with detailed procedures. * Monitor and ensure compliance with SLAs and support efficiency. * Escalate critical issues to higher-level support or management when necessary. * Collaborate with internal teams to resolve operational issues. * Perform tests and validations for system updates, documenting results. * Supervise preventive maintenance on systems and equipment. * Generate support reports and propose improvements based on identified incidents. * Actively participate in improvement initiatives with the team and leadership. **Requirements** * Strong communication and active listening skills. * Organizational ability and capacity to prioritize tasks in dynamic environments. * Proactivity and problem-solving focus. * Ability to work under pressure and collaboratively. * Commitment to customer satisfaction. * Availability to work the scheduled shift (Tuesday–Saturday) and operational hours (2:00 PM to 10:00 PM\). * Prior experience in technical support, preferably handling medium-complexity incidents. * Knowledge of infrastructure, systems, and technical support tools. **Preferred Qualifications** * Experience documenting processes and system updates. * Experience working in logistics or transportation companies. **Benefits Offered:** * Meal allowance (R$ 750.00\) via Caju; * Transportation voucher (no employee deduction); * Short "Friday" (earlier departure on Tuesdays); * Birthday day off; * Unimed Vale do Itajaí health plan (no monthly fee and no copayment); * Uniodonto dental plan (no monthly fee and no copayment); * Wellhub (wellness and gym platform); * Conexa (telemedicine platform with medical consultations); * Partnerships and agreements with various institutions; * Fresh fruit day at the office; **What is the hiring model?** Hiring is under the CLT regime, in a hybrid model: in-person work on Wednesdays and Thursdays at our Blumenau/SC office, and remote work on other days. Work schedule runs Tuesday–Saturday, with Tuesdays as a half-day, and operational hours from 2:00 PM to 10:00 PM, according to operational needs. If you’re passionate about innovation, possess a dynamic profile, and are excited to actively contribute to our team’s growth, we’re eager to meet you! ### **Employment Type:** CLT ### **Department:** Support