Job Summary: Senior IT Support Analyst responsible for diagnosis, incident resolution, and infrastructure support — essential for operational continuity and user satisfaction. Key Highlights: 1. Technical support to users and incident resolution in systems. 2. First- and second-level (N1/N2) support for corporate systems and ERP. 3. Support for continuous improvement of the knowledge base and documentation. * If you are an **analytical, organized person with strong communication skills and a problem-solving focus**, this opportunity may be right for you. We are seeking a **Senior IT Support Analyst** to ensure technical support for users across facilities, performing incident diagnosis and resolution, local infrastructure support, and proper escalation of requests when required. This professional will play a critical role in ensuring operational continuity, maintaining stability of technology resources, and guaranteeing user satisfaction. **Responsibilities and Duties** * Respond to tickets related to corporate systems, ERP, and internal Mantiqueira applications; * Perform initial diagnosis and functional analysis of system errors; * Support users in the correct use of corporate systems; * Conduct functional and operational incident analysis in ERP systems; * Perform data validations, basic configurations, and functional testing when necessary; * Identify systemic failures, integration errors, or operational inconsistencies; * Provide first- and second-level (N1/N2\) support for medium-complexity system-related requests;; * Support validation and homologation processes for system fixes; * Collaborate with technical teams, vendors, or developers as needed to resolve incidents; * Assist users in resolving questions related to processes executed in systems. * Register, categorize, and update tickets in the ITSM system; * Ensure traceability of incidents and accuracy in information recording; * Prioritize requests based on criticality and operational impact; * Meet defined SLAs for incidents and service requests; * Escalate incidents appropriately to development teams, vendors, or N3-level support when required; * Support continuous improvement of the knowledge base with recurring solutions. * Support logging and tracking of recurring system incidents; * Assist in organizing operational documentation and support procedures; * Support investigations and analyses of recurring systemic incidents; * Contribute to improving the quality of ticket records and historical logs. **Requirements and Qualifications** * Bachelor’s degree in Information Technology, Information Systems, Systems Analysis, or related fields; * Experience in technical or functional support for corporate systems or ERP. **Additional Information** * Market-competitive salary; * Variable compensation; * Health insurance; * Telemedicine; * Dental plan; * Pharmacy benefits; * Company-provided transportation (Itanhandu and Itamonte); * Physical food basket or card-based option; * Wellhub (gyms and wellness); * E-learning platform. Mantiqueira Brasil was founded in the interior of Minas Gerais and, for over 37 years, has transformed the egg market through innovation, quality, and a sustainable vision for the future. We are a reference and leader in South America, producing over 4 billion eggs annually. All of this is possible thanks to the strength of our team, which helps feed the world every day.
João Silva
Indeed · HR
João Silva
Indeed · HR
