Support Analyst

Description

Job Summary: Support administrative and operational demands of the Maintenance department, ensuring proper triage and technical response to service requests from internal and external customers. Key Highlights: 1. Be part of a growing and expanding company. 2. A growing Maintenance team passionate about technology. 3. Serve as an effective connection point between requesters and executors. **Eagle** is growing—we are expanding our business, defining strategies, and seeking professionals who embrace **challenges**, are **engaged** with the company’s goals, and wish to be part of this growth—**soaring higher with us!** Our **Maintenance team** is growing and looking for professionals **passionate about technology.** **Job Mission:** Support administrative and operational demands of the Maintenance department, ensuring proper triage and technical response to service requests from internal and external customers. The role involves directing service requests to the appropriate departments and actively participating in service delivery, acting as the liaison between requesters and executors. **Challenges:** * Serve as an effective connection point between requesters and executors using the ticketing platform. * Ensure quality and agility in service delivery, maintaining control over follow-ups and timely resolution within established deadlines. * Perform technical corrections and analyses on reports, ensuring accuracy and clarity in communication. * Propose continuous improvements to processes within the scope of responsibility. **Responsibilities:** * Handle Level 1 tickets via HelpDesk platform according to demand. * Respond to tickets in a technical and formal manner. * Escalate tickets to responsible teams when necessary. * Provide technical support to field teams, including developing work instructions, conducting training sessions, and performing technical site visits. * Perform other related duties as required by the company. **What does this candidate need?** * Degree in Technology, Electrotechnics, Electronics, or related fields; * Experience with remote customer access, VPN usage, and VMS software. * Familiarity with Electronic Security functions (CCTV, Access Control, Switches, Servers, etc.) is desirable; * Valid Brazilian driver’s license (Category B) and willingness to travel. Join us on this journey of growth and opportunity! Submit your resume and become part of our team that soars higher every day.