Level 2 Support Analyst

Description

Job Summary: Proative Technology is seeking a Level 2 Support Analyst to analyze and resolve medium-to-high complexity incidents and problems within a dynamic and innovative environment. Key Highlights: 1. Company recognized as a Great Place to Work 2. Dynamic and innovative environment 3. Professional development in a challenging environment **Proative Technology** specializes in managed IT services and believes that extraordinary companies are built by extraordinary people. We have been recognized as a **Great Place to Work** for the second consecutive year. If you seek an environment where your talent is valued, Proative Technology is the right company for you! We are looking for a **Level 2 Support Analyst** to analyze and resolve medium-to-high complexity incidents and problems, ensuring service continuity and stability. This position is ideal for candidates with strong technical and analytical skills, who enjoy challenges and wish to grow within a dynamic and innovative environment. **Responsibilities:** * Handle incidents and service requests escalated from Level 1, performing detailed technical analysis. * Conduct root cause diagnostics and investigations for systemic and infrastructure failures. * Implement fixes, adjustments, and updates in server environments (Windows, Linux) and applications. * Support Level 1 analysts during critical incidents by providing technical guidance and knowledge transfer. * Monitor environments using tools such as Zabbix, Grafana, Dynatrace, among others. * Perform preventive and corrective maintenance on systems and network components. * Execute database queries and adjustments (SQL Server, Oracle, MySQL). * Document procedures and create knowledge base articles. **Required Qualifications:** * Bachelor’s degree completed or in progress in Information Technology, Information Systems, Computer Engineering, Computer Science, or related fields. * Prior experience in second-level technical support. * Knowledge of Windows and Linux operating systems. * Experience with environment and database monitoring. * Analytical ability to identify root causes and propose sustainable solutions. * Strong technical communication and collaborative teamwork skills across diverse teams. **Desirable:** * Experience with Grafana and n8n. * Experience with hybrid environments (Cloud + On-Premises). * Knowledge of information security and compliance. * Certifications: VMware VCP, Microsoft MCSA/MCSE, Linux LPIC/RHCSA.