IT SUPPORT ANALYST - II

Description

Job Summary: IT Support Analyst II with experience in IT, working on-site, responsible for installation, configuration, incident diagnosis and resolution for equipment and systems, as well as documentation of procedures. Key Highlights: 1. Support, installation, and configuration of equipment and systems 2. Incident analysis and diagnosis with a focus on problem resolution 3. Development of procedures and updating the knowledge base About the Opportunity **IT SUPPORT ANALYST II** **Working Hours:** 08:00 AM to 05:00 PM, Monday through Friday (subject to change at the company's or client's discretion). **Additional Information: The employee will provide on-site support in two cities.** Workplace Address: 3 DAYS Av. dos Arnaldos, 1015 - Centro, Fernandópolis - SP, 15600-000. 2 DAYS - R. Itacolomi, 3096 - Vila Marin, Votuporanga - SP, 15500-467. Employment Type: CLT. **What We Are Looking For:** Education: Completed undergraduate degree in IT; Computer Skills: Advanced; Language: Portuguese and technical English; Experience: 3 years in the field; **Core Responsibilities (Duties/Tasks):** Support, installation, and configuration of new IT equipment and reconfiguration of previously installed equipment; Incident analysis and diagnosis for problem resolution, occasionally in collaboration with vendors and other professionals; Support for installation and configuration of operating systems (MS-Windows 7/8/10/11 or their technological successors); Support for installation and configuration of native user tools on equipment (MS-Office Professional, MS-Outlook, web browsers) or cloud-based tools (Office 365, Teams, OneDrive); Installation of standard market software approved and provided by the client (antivirus agents, PDF readers, plug-ins, etc.); Installation of specific applications or information systems, provided that procedures, manuals, and/or tutorials are supplied by PRODESP, and with vendor or developer assistance if required; Verification and identification of issues in cabling systems, basic and occasional network infrastructure configuration and repairs, e.g., crimping network cables and physical installation of access switches in racks (without configuration or programming); Recording, tracking, progress monitoring, and resolution of service requests in the adopted ticket management system, as implemented by the CONTRACTING PARTY; Development of procedures for administering solutions implemented to resolve problems and incidents, including documentation and operational procedures; Identification of activities suitable for automation, writing or proposing tools to automate them; Maintaining an updated knowledge base: monitoring revision and updating of operational procedures (documents), researching new solutions, critically analyzing processes, and proposing improvements. **Specific Knowledge, Certifications, and Credentials Required:** Certification: ITIL V4 or higher; Certification: MD-102 Endpoint Administrator or equivalent; Knowledge: Basic Linux operating systems; Knowledge: Advanced maintenance and configuration of Microsoft Windows 7 or later environments; Knowledge: Active Directory authentication technology; Knowledge: Office 365 and Office 2016 or later suite; Knowledge: Desktop Modem: MD-100 and MD-101; Knowledge: Computer networks (wired and wireless), TCP/IP protocol, wireless network encryption and security; Knowledge: Advanced hardware maintenance; Knowledge: Basic English for reading; **Essential Personal Attributes for This Role:** Skills: Clear and concise oral and written communication; Skills: Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; Skills: Ability to adapt to established rules and regulations; Skills: Dynamic approach to supporting end users. **What We Offer:** Salary: R$ 2.651,48 Meal Allowance: R$30.00 per workday (20% PAT deduction); Transportation Voucher (6% deduction); SESC Benefit; Life Insurance; Health Plan. GoGood Minimum Education Level: Undergraduate Degree