Level 2 Technical Support Analyst

Description

Job Summary: Level 2 Support Analyst for Field Services, responsible for on-site and remote support, incident and request management, and support for IT equipment and systems. Key Highlights: 1. Second-level support and assistance for incidents and service requests. 2. Support for software, corporate systems, and IT equipment. 3. Investigation, diagnosis, and testing of solutions before involving the end user. **Level 2 Analyst (Field Services) – Service Provider** Opportunity Type: Exclusively for professionals operating through their own company – PJ (Individual Entrepreneur / Legal Entity). Model: On-site support to a 3AM IT client. Duration: Indefinite Business Hours; Centro, Marechal Cândido Rondon/PR **Responsibilities and Duties:** Provide second-level on-site and remote support for incidents and service requests assigned to your support queue; Support off-the-shelf software, common basic applications, corporate systems, and IT equipment; Evaluate received tickets, reclassify them when necessary, and proactively assume ownership of those under your responsibility; Know and apply the ATHENA service catalog, assisting users in clarifying doubts; Use standardized text templates when updating ticket statuses, per established policy; Investigate, diagnose, and test solutions before engaging the end user; Redirect tickets requiring on-site support to appropriate resolution groups, where applicable; Engage and follow up with external vendors in cases of potential SLA violation risk; Close tickets only after effective resolution and end-user validation; Install and configure ATHENA-approved Windows 10 or higher system images on devices; Provide technical and operational support for Windows 10 or higher operating systems; Configure network folder permissions according to access profiles; Provide support for Office 365 suite (Outlook, Word, Excel, PowerPoint, OneDrive, and OneNote); Install and update standard commonly used software and applications; Assemble, maintain, and configure computers; Install peripherals and accessories on workstations. **Qualifications and Requirements:** Easy access to the work location; ITIL v3 or higher certification (preferred); Availability to work on-call (24x7, as scheduled); *Own vehicle required.* ### **Employment Type:** Legal Entity (PJ) ### **Required Knowledge and Skills:** Hardware, Software, Systems ### **Department:** Information Technology