Job Summary: We are seeking a Support Analyst to install, configure, and maintain products; resolve incidents; conduct training; and provide technical support to customers and partners within a technology solutions hub. Key Highlights: 1. Installation, configuration, and maintenance of NDD products 2. Incident resolution and technical support for customers and partners 3. Participation in training sessions and preparation of technical reports We are a technology solutions hub that transforms and empowers people and businesses. As a technological platform for management and automation, we specialize in four business verticals: 1️⃣ Tax – Intelligence and compliance for fiscal document governance. 2️⃣ Logistics – Technology for transportation automation and digital transformation. 3️⃣ Devices – Monitoring and management of corporate smart devices. 4️⃣ Kubo – Corporate education platform and organizational knowledge management platform – LMS/LXP. **Our vision is:** “To lead the markets we operate in through essential solutions for our customers’ success.” All of this is connected to ESG, as we believe environmental, social, and governance responsibility are fundamental pillars for NDD’s success. Our products are present in more than 30 countries. **Requirements:** What are we looking for in this Support Analyst position? Install, configure, and perform maintenance on NDD products. Participate in and/or act as instructor for training sessions on NDD products or technical analysis tools. Handle requests to clarify doubts, requirements, or incidents (identify and resolve them) according to established workflows. Escalate identified problems/requests classified as incidents to the development team via the Service Desk. Search for and publish articles in the knowledge base to resolve incidents. Apply bug fixes in customer environments. Participate in conferences with partners and customers, providing technical support. Prepare technical reports on software issues or customer environments. Execute version migrations according to defined processes. Forward requests for feasibility analysis via the Service Desk. Collect evidence for technical tasks and critical incident analysis. Support Technicians and Analysts in handling requests when necessary. Monitor the licensing system to prevent interruptions. Validate new versions in test environments. Analyze incidents and decide whether to open ISSUES or discard them. Track and escalate bug and request priorities. Mediate conflicts with customers due to recurring issues, SLA breaches, or others. Participate in daily meetings for information exchange with the team. Prepare test environments for new collaborators. Encourage customers/partners to respond to satisfaction surveys. **Nice-to-have knowledge:** Windows and Linux operating systems Microsoft Management Console (services, Event Viewer, IIS) Networking (protocols, layers, services) Databases (Oracle, SQL, Informix, MySQL) Remote server access (Remote Desktop, TeamViewer, VNC, others) **Process monitoring tools:** Process Explorer, TCP View, Filemon, PSTOOLS Benefits Service provider employment contract
João Silva
Indeed · HR
João Silva
Indeed · HR
