Level 2 Technical Support Analyst

Description

Job Summary: Level 2 Analyst focused on Field Services, providing on-site and remote support for incidents and requests involving systems, software, and hardware. Key Highlights: 1. Second-level support for incidents and requests 2. Configuration and maintenance of Windows 10+ devices 3. Experience with Office 365 and corporate systems We have been consolidating our presence in the market since 2011 as a company specialized in IT solutions, offering End User Support and Professional Services. We are further expanding our market reach, now employing over 70 professionals distributed across various regions of the country, serving 100% of the national territory. Currently, we are recognized for the quality of our services, supporting major industry players and large IT clients such as Algar, Stefanini, Sonda IT, Tech Mahindra, Atos, Positivo, Atento, and others. Interested? Here is the opportunity we are offering: **Level 2 Analyst (Field Services) – Service Provider** Opportunity Type: Exclusively for professionals operating under their own legal entity (PJ). Model: On-site support for a 3AM IT client. Duration: Indefinite Working Hours: Business hours Location: Centro, Marechal Cândido Rondon/PR **Responsibilities and Duties:** Provide second-level on-site and remote support for incidents and requests assigned to your service queue; Support off-the-shelf software, common basic applications, corporate systems, and IT equipment; Evaluate incoming tickets, reclassify them when necessary, and proactively assume ownership of those under your responsibility; Know and apply the ATHENA service catalog, assisting users with clarifications; Use standardized text templates when updating ticket statuses, per established policy; Investigate, diagnose, and test solutions before involving the end user; Redirect tickets requiring on-site support to appropriate resolution groups, where applicable; Engage and follow up with external vendors in cases of potential SLA violation; Close tickets only after effective resolution and end-user validation; Install and configure ATHENA-approved images on Windows 10 or newer devices; Provide technical and operational support for Windows 10 or newer operating systems; Configure network folder permissions according to access profiles; Support the Office 365 suite (Outlook, Word, Excel, PowerPoint, OneDrive, and OneNote); Install and update standard, commonly used software and applications; Assemble, maintain, and configure computers; Install peripherals and accessories on workstations. **Qualifications and Requirements:** Easy access to the work location; ITIL v3 or higher certification (preferred); Availability to work on-call (24x7, per scheduled rotation); *Own vehicle required.* Minimum Education: Technical Course Desired Education: Information Technology, Higher Education Own vehicle