IT Analyst

Description

Job Summary: We are seeking a professional to lead and guide a Level 1/Level 2 technical support team, with a focus on diagnosis, problem resolution, and continuous process improvement. Key Highlights: 1. Leadership and supervision of Level 1/Level 2 technical support team 2. Technical support delivery and resolution of complex issues 3. Development of performance metrics and continuous improvement **Responsibilities:** * Lead, guide, and supervise the Level 1/Level 2 technical support team; * Develop and monitor performance metrics (SLA, response time, customer satisfaction, problem recurrence); * Provide technical support whenever necessary, assisting the team with more complex cases. **Support activities including:** * Diagnosis and resolution of network issues (LAN, Wi\-Fi, IP, DNS, etc.); * Installation and configuration of printers and peripherals; * Computer formatting, installation, and maintenance (Windows and/or Linux); * Support for corporate software, systems, and tools; * Assist in standardizing processes, creating documentation, and continuously improving support; * Deliver feedback and conduct technical and behavioral training for the team; * Serve as the liaison between the technical team, coordination/management, and the commercial team. **Requirements:** * Prior experience in IT technical support; * Experience in leading or supervising technical teams. **Solid knowledge of:** * Computer networks; * Operating systems (primarily Windows); * Hardware, printers, and peripheral devices; * Strong communication skills; * Organizational ability, prioritization, and decision-making skills; * Proactive, responsible, and results-oriented profile. **Preferred Qualifications:** * Experience with ticketing tools (e.g., Movidesk, Zendesk, Freshdesk, or similar); * Knowledge of ITIL or best practices in technical support is a plus; * Experience supporting corporate clients; * Experience working in environments governed by SLAs and performance metrics. Employment Type: Full-time, Permanent CLT Contract Compensation: Starting at R$3\.600,00 per month Benefits: * Dental insurance * Life insurance * Meal allowance * Transportation allowance