Job Summary: The Support Analyst will be responsible for providing technical support, registering and prioritizing requests, resolving incidents, and documenting solutions. Key Highlights: 1. Technical support, registration and prioritization of user requests 2. Incident resolution and hardware/software problem diagnosis 3. Solution documentation and experience with ITSM tools As a Support Analyst, you will be responsible for delivering technical support, registering and prioritizing user requests. You will resolve incidents, diagnose hardware, software and network issues, and document solutions. Experience with ITSM tools, system installation and configuration, security practices, as well as knowledge of networking, printer troubleshooting, and basic ITIL concepts is required. Knowledge of AI and English is desirable. DESIRABLE COMPETENCIES: Ability to receive, register, classify and prioritize user requests. Competence to take effective measures in resolving incidents and service requests, as well as addressing general inquiries. Conducts medium- or low-complexity data collection under guidance. Writes and documents ideas and solutions clearly and comprehensibly / Ticket Classification Familiarity with operating systems Ability to diagnose and resolve hardware issues on workstations and peripheral devices. Experience with ITSM tools for registering and tracking requests. Basic networking knowledge (TCP/IP, DNS, DHCP, Firewall, Proxy, Gateway) Ability to install, configure and update applications and systems. Knowledge of security practices, such as antivirus, firewalls and password management. Skill to resolve issues related to organization-specific software (e.g., office suites, ERP systems). Knowledge of printer troubleshooting Knowledge of AI Basic English proficiency Basic knowledge of ITIL Foundation Ability to translate technical issues into terms understandable by non-technical users. Router and switch configuration and connectivity troubleshooting. Conducts high-complexity data and information collection, documenting clearly and comprehensibly. Organizes coherent conclusions based on consistent information, developing alternative solutions and scenarios. Develops specific and clear documentation regarding the design of client processes and operations. Possesses knowledge of common process practices, enabling functional discussions with business stakeholders and clear understanding of their requirements. Possesses technical knowledge relevant to their practice to lead and guide discussions, and to recommend and implement appropriate solutions to avoid rework or unintended impacts. Assumes a fundamental role in executing critical activities for final deliverable achievement, performing work oriented toward meeting established deadlines, scope and quality. Ability to manage and perform software updates, as well as handle certified components, equipment and services. Knowledge of virtualization tools (Hyper\-V, VMware vSphere, etc.). Experience with Active Directory, patch management and monitoring tools. Minimum Education: Bachelor’s Degree Desired Education: * Information Technology, Bachelor’s Degree * Computer Science, Technical Course Languages: * English (Intermediate) * Meal/ Food Allowance * Transportation Allowance * Total Pass * Life Insurance – MetLife * Sul América Health Plan (Optional)