Senior Support Analyst

Description

Job Summary: Self-managed and proactive Senior Support Analyst to ensure operational continuity and technical support, while also supporting the company’s technological evolution within a growth-oriented environment. Key Highlights: 1. Opportunity for learning in development, data, and project management. 2. Dynamic environment encouraging autonomy and professional growth. 3. Participation in technology projects and interaction with leadership. Aprova Total is one of Brazil’s largest EdTechs focused on college entrance exam preparation, and part of the Wiser Educação ecosystem. Our purpose is to democratize access to quality education by leveraging 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, and systems-thinking Senior Support Analyst will work within a lean and strategic technology team, responsible for ensuring operational continuity 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 strong hands-on learning opportunities in 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 the third-party infrastructure provider, ensuring SLA compliance and service quality. * Manage infrastructure assets, including control of 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. * Keep updated the Technology department activity report (covering Dev, Data, and UX), including data extraction from Jira, use of Python notebooks, and dashboard updates in Looker. * * Suggest and implement improvements to operational processes and support routines. **Mandatory Requirements** * Completed undergraduate degree 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 networking, operating systems (Windows/Linux), Google Workspace, and information security. * Proficiency with spreadsheets and productivity tools (Google Sheets, Docs, etc.). * Ability to communicate clearly and empathetically with diverse user profiles. * Organizational skills, autonomy, accountability, and initiative to handle multiple concurrent tasks. **Desirable Differentiators** * Prior experience managing interfaces between the company and IT vendors. * Basic Python knowledge for report automation and scripting. * Experience with dashboards and data visualization (Looker Studio, Data Studio, Power BI, etc.). * Background or connection with educational products or digital products. **What We Offer:** * A dynamic and collaborative environment with strong encouragement toward autonomy and learning. * Participation in cross-functional technology projects—software development, data, and product management. * Genuine opportunities for technical and strategic growth within the technology area. * Direct interaction with various business areas and with leadership teams that value innovation and continuous improvement. * Competitive benefits package and a culture focused on learning and performance. **Job Details:** * Work Mode: Hybrid (3 days per week in-office); * Employment Type: CLT (Consolidation of Labor Laws); * Weekly Working Hours: Monday to Friday, 8 hours/day (40 hours/week); * Unimed Health Plan with no monthly fee and no copayment for you and your direct dependents up to age 18; * Meal/food allowance: BRL 30.00/day via iFood Benefícios card, with no deductions; * Transportation allowance/fuel reimbursement, with no deductions; * National SESC membership; * Birthday day-off; * Free access to the Aprova Total platform for first-degree relatives; * And an environment full of kind, results-driven people!