Technical Support Analyst (1 position)

Description

Job Summary: A technical support analyst who attends to and manages requests, diagnoses and resolves N1 and N2 incidents, configures workstations and software, and performs network troubleshooting. Key Highlights: 1. Attending and managing requests with quality and agility 2. Diagnosing and resolving technical incidents at levels N1 and N2 3. Configuring, installing, and maintaining devices and software * ### **Job Description** Responsibilities + Attend to and manage requests via phone, WhatsApp, and ticketing systems, ensuring high-quality and timely service. + Diagnose and resolve technical incidents and issues at levels N1 and N2, including root cause analysis and documentation of solutions. + Configure, install, and maintain devices, workstations, and corporate software. + Perform troubleshooting for local networks, connectivity, and peripherals. + Monitor and comply with defined SLAs, escalating appropriately when necessary and ensuring clear communication throughout the ticket lifecycle. + Record and keep the internal knowledge base up to date, contributing articles and operational procedures. + Support and guide less experienced members of the support team. Requirements + Technical or undergraduate degree in IT, Networking, Systems, or related fields (completed or in an advanced stage). + Hands-on experience in technical support within a corporate environment. Knowledge of TCP/IP networking, VPN, DHCP, DNS, and remote support tools (RDP, TeamViewer, AnyDesk). + Experience with ticketing management tools (Zendesk, Freshdesk, GLPI, or similar). + Assertive communication skills, analytical ability, and a solution-oriented mindset. * ### **Area of Activity:** Information Technology * ### **CBO Position Code:** Support Analyst * ### **Education Level:** Completed Undergraduate Degree * ### **Salary Range** From R$ 3\.000,00 to R$ 4\.000,00 * ### **Additional Benefits** + Career development plan + Dental insurance + Cafeteria * ### **Contract Type** Indefinite-term (CLT) * ### **Work Format:** On-site * ### **Other Information** Is travel availability required from the candidate? No Is lack of experience acceptable? No Working days Monday to Friday Shift Not specified Working hours 44 hours per week