Senior Support Analyst

Description

Job Summary: Join a growing EdTech as a Senior Support Analyst, ensuring technical support, infrastructure governance, and supporting technological advancement—with strong learning opportunities. Key Highlights: 1. Opportunity to learn software and data development 2. Dynamic and collaborative environment encouraging autonomy 3. Technical and strategic growth in technology Aprova Total is one of Brazil's largest EdTechs for college entrance exam preparation and part of the Wiser Educação ecosystem. Our purpose is to democratize access to quality education using data, technology, and a passionate team. We are experiencing rapid growth—in technology, in team size, and in impact—and we seek people eager to grow alongside us, rolling up their sleeves with autonomy, purpose, and creativity. **Position:** Senior Support Analyst **Role Mission:** The self-managed, proactive Senior Support Analyst with systemic vision will work within a lean and strategic technology team, responsible for ensuring operational and technical support for internal and external users, maintaining infrastructure governance, and supporting the company’s technological evolution. Beyond core support duties, this role offers significant hands-on learning opportunities in areas such as software development, data analysis, and project management. **Responsibilities:** Provide Level 1 and Level 2 technical support to internal users (employees) and external users (customers, affiliates, influencers) via ticketing systems (GLPI/Jira). * Open, track, and monitor tickets with third-party infrastructure providers, ensuring SLA compliance and service quality. * Manage infrastructure assets—including tracking the device fleet, licensing, inventory, and equipment movement. * Support configuration, updates, and monitoring of antivirus and information security solutions. * Create, adjust, and revoke access for employees, influencers, and partners—including email accounts and internal systems. * Support technological onboarding/offboarding processes. * Maintain and update the ticket management system. * Maintain updated activity reports for Technology departments (Dev, Data, and UX), extracting data from Jira, using Python notebooks, and updating dashboards in Looker. * * Suggest and implement improvements to operational processes and support routines. **Mandatory Requirements** * Bachelor’s degree completed in Information Technology, Information Systems, Computer Science, or related fields. * Prior experience in Level 1 and Level 2 technical support. * Familiarity with ticketing systems (GLPI, Jira, or similar) and access management. * Basic/intermediate knowledge of networks, operating systems (Windows/Linux), Google Workspace, and information security. * Proficiency with spreadsheets and productivity tools (Google Sheets, Docs, etc.). * Clear and empathetic communication skills across diverse user profiles. * Organizational ability, autonomy, responsibility, and initiative to handle multiple concurrent tasks. **Desirable Differentiators** * Prior experience interfacing with IT vendors. * Basic Python knowledge for report automation and scripting. * Experience with dashboards and data visualization (Looker Studio, Data Studio, Power BI, etc.). * Experience or connection with educational products or digital products. **What We Offer:** * A dynamic and collaborative environment with strong encouragement of autonomy and learning. * Participation in projects spanning multiple technology domains: software development, data, and product management. * Genuine opportunities for technical and strategic growth within the technology area. * Direct interaction with various business units and leaders who value innovation and continuous improvement. * Competitive benefits package and a culture focused on learning and performance. **Job Details:** * Work Model: Hybrid (3 days per week in-office); * Employment Type: CLT (Consolidated Labor Laws); * Weekly Hours: Monday–Friday, 8 hours/day (40 hours/week); * Unimed Health Plan—no monthly fee and no co-payment for you and your direct dependents under age 18; * Meal/Voucher Allowance: R$30.00/day via Ifood Beneficios card, with no deductions; * Transportation/Fuel Allowance, with no deductions; * National SESC benefits; * Birthday Day-Off; * Free access to Aprova Total’s platform for first-degree relatives; * And an environment full of kind, results-driven people!