Job Summary: IT Technical Support Analyst to provide technical assistance to users, resolve hardware, software, and network issues, and deliver guidance on IT systems. Key Highlights: 1. User support and resolution of hardware, software, and network issues 2. Equipment maintenance and system configuration 3. Creation of technical documentation and user training **IT Technical Support Analyst** The IT Technical Support position seeks a professional to provide technical assistance to users, resolve hardware, software, and network issues, and deliver guidance on the use of IT systems. The candidate must possess IT knowledge, problem-solving skills, and strong communication abilities. **Main Responsibilities:** * **User Support:** Respond to inquiries, resolve issues, and provide guidance on equipment and software usage. * **Problem Resolution:** Diagnose and resolve hardware, software, and network issues. * **Equipment Maintenance:** Perform preventive and corrective maintenance on computers, laptops, and other IT equipment. * **System Configuration:** Configure operating systems, software, and networks according to company requirements. * **Documentation and Training:** Create technical documentation and deliver training to users on IT system usage. * **Incident Management:** Log and track IT incidents, ensuring prompt and efficient resolution. * **Customer Service:** Maintain contact with users, respond to inquiries, and ensure satisfaction with service delivery. **Desired Skills and Knowledge:** * **Hardware and Software Knowledge:** Solid expertise in computer assembly, maintenance, and hardware testing. Experience with Windows and macOS operating systems, as well as productivity software such as Microsoft Office. Knowledge of Windows Server (installation, user creation, Active Directory, permissions, file sharing, backup) * **Networking Knowledge:** Familiarity with local area networks (LAN), wireless networks, and internet concepts. Knowledge of network infrastructure (switches, routers, DNS, DHCP, rack assembly, network cable crimping, firewalls) * **Problem-Solving Skills:** Ability to identify root causes and determine appropriate solutions. * **Communication Skills:** Strong verbal and written communication skills for interacting with users and documenting issues. * **Customer Service Skills:** Ability to interact professionally and patiently with users. * **IT Tools Knowledge:** Familiarity with technical support tools, including ticket management systems, network monitoring tools, and remote access tools. * Preferred knowledge of pfSense, managed switches, Linux, and Samba. **Education Requirements:** * Completed high school or equivalent. * Technical certification or bachelor’s degree in an IT-related field (e.g., Computer Science, Systems Analysis and Development, or related disciplines) is preferred. * Prior experience in technical support. **Additional Requirements:** * Valid Brazilian driver’s license (Category B), up-to-date and unencumbered. Employment Type: Full-time, Permanent CLT contract Compensation: R$2.500,00 – R$3.300,00 per month Benefits: * Medical assistance * Commercial partnerships and discounts