Junior Technical Support Analyst

Description

Job Summary: Junior Technical Support Analyst responsible for providing technical support, logging and prioritizing requests, resolving incidents, diagnosing hardware, software, and network issues, and documenting solutions. Key Highlights: 1. Technical support and incident resolution 2. Hardware, software, and network problem diagnosis 3. Familiarity with ITSM tools and security practices As a Junior Technical Support Analyst, you will be responsible for delivering technical support, logging and prioritizing user requests. You will resolve incidents, diagnose hardware, software, and network problems, and document solutions. Experience is required with ITSM tools, system installation and configuration, security practices, as well as knowledge of networking, printer troubleshooting, and ITIL fundamentals. ***DESIRABLE KNOWLEDGE:*** Ability to receive, log, classify, and prioritize user requests. Competence to take effective actions in resolving incidents and service requests, as well as addressing general inquiries. Conducts data collection for medium- or low-complexity tasks under supervision. 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 logging 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. Ability to resolve issues related to organization-specific software (e.g., office suites, ERP systems). Printer troubleshooting knowledge AI knowledge Basic English proficiency Basic ITIL Foundation knowledge Ability to manage and optimize cloud environments (AWS, Microsoft Azure, Google Cloud Platform), including service migration and cloud resource administration to ensure efficiency and security Proficiency in using and configuring monitoring tools such as Zabbix, Nagios, and SolarWinds for effective infrastructure management, with the ability to proactively identify and resolve performance issues. Minimum Education: Technical Course * Transportation Allowance * Total Pass * Sul América Health Plan (Optional) * IK * Meal/ Food Allowance * Life Insurance \- MetLife