Job Summary: Join Keyworks as a Level 2 Support Analyst, identifying and diagnosing software issues, providing solutions and training, and collaborating with the team. Key Highlights: 1. Have been working on custom software development for over 20 years. 2. Collaborate to maximize performance and delivery quality. 3. A dynamic environment focused on development and problem-solving. Position: **Level 2 Support Analyst** Employment Type: CLT Work Location: **On-site in Caxias do Sul (RS)** About Keyworks: For over 20 years, we have specialized in custom software development, striving to transform and innovate our clients’ business processes. If you are someone who: * Values a dynamic environment and learns from contextual changes. * Seeks personal growth and supports those around you. * Builds solutions based on facts and data, aiming for simplicity. * Respects all individuals and values diversity. * Connects with the opportunity to transform businesses for Keyworks’ clients amid an intense journey of challenges. You’ll want to grow with us! What do we do at Keyworks? Directly collaborate to maximize performance and delivery quality for our clients. We bridge the gap between clients, business stakeholders, and the development team. **What’s important for you to have?** * Relevant professional experience in Technology or related fields. * Prior experience in software support. * Experience with project management tools such as Jira and Azure DevOps. * Bachelor’s degree in progress or completed in Information Systems, Systems Analysis and Development, or related fields. **What will you do daily at Keyworks?** * Identify and diagnose software issues reported by users. * Respond to technical support tickets via phone, e\-mail, chat, or in person, assisting users in resolving technical issues. * Develop solutions for identified issues—either through step\-by\-step instructions enabling users to resolve issues independently, creating development tasks, or clarifying user queries. * Conduct regular security and performance checks on systems to prevent future issues. * Provide basic user training on proper software and hardware usage, as well as information security best practices. * Maintain accurate records of all support tickets and solutions provided for future reference. * Collaborate with other technical support team members and, when necessary, escalate complex issues to specialists. * Stay updated on emerging technologies, trends, and recommended practices in technical support. * Manage security incidents, system failures, and service disruptions, working to resolve them as quickly as possible and minimize impact on users. * Document support processes and daily activities. **What do we expect from you in this challenge?** * Ability to communicate effectively, synthesize ideas, and present solutions with sound reasoning. * Ease in working interactively and collaboratively within the team. * Creativity and flexibility toward change. * Articulateness and strong communication skills. * Orientation toward team well\-being, relationship building, and delivery excellence. * Conflict management ability. * Negotiation skills among diverse stakeholders with differing priorities. So, does it match? Apply now!