Support Analyst

Description

Job Summary: Junior Support Analyst responsible for technical support, logging and prioritizing requests, incident resolution, and solution documentation. Key Highlights: 1. Technical support for hardware, software, and networks 2. Experience with ITSM tools and security practices 3. Cloud knowledge (AWS, Azure, GCP) and monitoring tools As a Junior Support Analyst, you will provide technical support, log and prioritize user requests, resolve incidents, diagnose hardware, software, and network issues, and document solutions. Required experience includes ITSM tools, system installation and configuration, security practices, networking fundamentals, printer troubleshooting, and ITIL concepts. ***DESIRABLE KNOWLEDGE:*** Ability to receive, log, classify, and prioritize user requests. Competence to take effective actions in resolving incidents and service requests, as well as addressing general inquiries. Conducts data collection of medium or low complexity under supervision. Writes and documents ideas and solutions clearly and comprehensibly / Ticket Classification Familiarity with operating systems Ability to diagnose and resolve hardware issues on workstations and peripheral devices. Experience with ITSM tools for logging and tracking requests. Basic networking knowledge (TCP/IP, DNS, DHCP, Firewall, Proxy, Gateway) Ability to install, configure, and update applications and systems. Knowledge of security practices, such as antivirus, firewalls, and password management. Skill to resolve issues related to organization-specific software (e.g., office suites, ERP systems). Printer troubleshooting knowledge AI knowledge Basic English proficiency Basic ITIL Foundation knowledge Ability to manage and optimize cloud environments (AWS, Microsoft Azure, Google Cloud Platform), including service migration and cloud resource administration to ensure efficiency and security Proficiency in using and configuring monitoring tools such as Zabbix, Nagios, and SolarWinds for effective infrastructure management, with the ability to proactively identify and resolve performance issues. Minimum Education: Technical Course Desired Qualification: * Informatics, Technical Course Languages: * English (Basic) * Life Insurance – MetLife * Transportation Allowance * Sul América Health Plan (Optional) * Total Pass * Meal/ Food Allowance