Junior Support Analyst

Description

Job Summary: Professional for multi-level technical support, IT infrastructure management, Microsoft 365 administration, and information security. Key Highlights: 1. Multi-level support: Level 1, Level 2, and Level 3 support (on-site and remote) 2. Infrastructure management: Servers, networks, backups, and connectivity 3. Microsoft 365 administration and information security **Description and Responsibilities:** **Schedule:** Monday to Friday, from 8:00 AM to 6:00 PM, with a 1.5-hour lunch break **Level:** Professional **Employment Type:** Full-time – CLT Activities\* (Responsibilities/Tasks): Responsibilities * Multi-level Support: Provide Level 1, Level 2, and Level 3 support (on-site and remote), ensuring SLA compliance, supported by interns and apprentices. * Infrastructure Management: Monitor and maintain servers, networks (VLANs), backups, and connectivity (VPN). * Microsoft 365 Administration: Manage user accounts, groups, licensing, and provide support for Office applications. * Telephony and Assets: Configure and support telephone systems, mobile devices, desktops, notebooks, printers, and scanners. * Information Security: Assist in implementing security policies, access controls, and threat monitoring. * Documentation: Create technical SOPs (Standard Operating Procedures) for the knowledge base. **Requirements:*** Proven experience in corporate technical support. * Proficiency in Windows Server and Active Directory (AD) environments. * Solid knowledge of computer networking (TCP/IP, DNS, DHCP, firewall, VPN). * Experience administering Microsoft 365 / Azure. * Knowledge of backup and disaster recovery procedures. * Basic SQL knowledge (for ERP support). Desired Profile: * Solution-oriented mindset: Ability to identify root causes of complex issues. * Strong communication skills: Ability to explain technical terms simply to end users. * Organizational skills: Discipline to manage multiple simultaneous tickets via ITSM tool (Milvus). Differentiators: * ITIL or Microsoft (Cloud/Server) certification. * Prior experience with RM TOTVS ERP. * Knowledge of task automation (PowerShell or similar). * Availability for emergency support and on-site visits to units. **Benefits:** No benefits reported