SYSTEM SUPPORT ANALYST

Description

Job Summary: An IT professional focused on problem investigation, resolution, continuous process improvement, and Level III technical support, ensuring service quality and user satisfaction. Key Highlights: 1. Proactive incident handling and Knowledge Base maintenance 2. Support for continuous improvement of IT service management processes 3. Level III technical support and chatbot curation About the Opportunity: \> **Working Hours:** Monday to Friday, from 10:00 AM to 7:00 PM. \> **Work Location Address:** Cuiabá/MT. **\> Employment Type:** CLT, 100% on-site. \> **What We Are Looking For:** Education: Completed undergraduate degree in Information Technology or related field; Language: Technical English (desirable); Experience: 3 years. \> **Core Responsibilities (Tasks):** * Below is a *summary* of responsibilities (the recruiter will provide further details during screening): * Investigate problems, implement corrections, and propose permanent solutions; maintain an updated Knowledge Base and act preventively to avoid new incidents. * Support the design, documentation, implementation, and continuous improvement of IT service management processes, aligned with ITILv3 best practices. * Provide Level III technical support remotely and on-site, as required. * Support DTI departments with system usage instructions, network configurations, project-related requests, and escalated tickets. * Perform chatbot curation and enhancement to improve first-level support. * Support internal systems, including incident handling, service requests, access management, testing, manual maintenance, and user guidance. * Address requests from all units of the MPE-MT via the Service Desk or internal systems department. * Resolve incidents and problems related to IT infrastructure, networks, servers, virtualized environments, information security, and connectivity. * Provide direct support to strategic users and MPMT units remotely or on-site. * Continuously update the Knowledge Base and propose improvements to support processes. * Collaborate with the Service Desk by providing TIC infrastructure resources and tools, such as system distribution, applications, updates, and task automation. **\> Specific Knowledge, Certifications, and Qualifications Required:** *The candidate must possess, at minimum:* * ITIL Foundation V3 or higher certification OR COBIT 5 Foundation or higher certification. * Basic understanding of Public Administration operations: * Basic knowledge of the English language; * Proficiency in both receptive and proactive customer service techniques; * Ability to communicate clearly and concisely, both verbally and in writing; * Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; * Adaptability to established rules and regulations. **\> Essential Personal Attributes for This Role:** To be conveyed by the recruiter during the screening process. **\> What We Offer:** Salary: BRL 5,176.39. Meal Allowance: BRL 26.39 per working day (20% PAT deduction); Transportation Allowance (6% deduction); SESC Membership; Life Insurance; Others: GoGood. Minimum Education Level: Undergraduate Degree Desired Education: Information Technology, Undergraduate Degree Languages: Portuguese (Advanced) English (Basic)