Emiteaí, an innovative company in the logistics and transportation sector, is seeking a **Support Analyst** to join our technical support team. The professional will be responsible for ensuring efficient service delivery by resolving medium-complexity technical incidents and enhancing customer satisfaction. If you are passionate about technology, continuously seek improvements, and are committed to excellence, we want to meet you! **Responsibilities** * Manage and resolve medium-complexity incidents related to systems and infrastructure. * Provide technical support and guidance to Level I Support Analysts on more challenging issues. * Proactively diagnose failures and propose preventive solutions to avoid recurrence. * Deliver remote and on-site support for critical cases. * Document developed solutions and update the knowledge base with detailed procedures. * Monitor and ensure compliance with SLAs and service efficiency. * Escalate critical issues to higher-level support or management when necessary. * Collaborate with internal teams to resolve operational issues. * Conduct tests and validations for system updates, documenting results. * Supervise preventive maintenance of systems and equipment. * Generate service 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. * 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** * Meal allowance via Caju (R$ 750.00); * Short Friday (early dismissal every Friday); * 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. **Employment Terms?** Employment is under the **CLT regime in a hybrid model** (on-site from Monday to Thursday at our office, and remote on Fridays), with working hours from **1:00 PM to 10:00 PM**, except on Fridays, when hours are from 1:00 PM to 6:00 PM. ### **Employment Regime:** CLT ### **Department:** Support