**Ikatec** is seeking a **Technical Support Analyst** to join our team and ensure excellent service to our customers. You will be responsible for diagnosing and resolving technical issues, managing support tickets, and contributing to the continuous improvement of our processes. **Responsibilities** * Respond to customer-initiated tickets via application, phone, email, on-demand requests, and remote access, resolving reported issues; * Deliver efficient and empathetic support, ensuring an optimal customer experience; * Collect customer feedback, identify recurring errors, and proactively propose solutions to prevent similar future tickets; * Conduct tests and leverage knowledge of the customer’s environment to provide accessible and effective solutions; * Track and resolve cases escalated among team members, ensuring timely resolution within established SLAs; * Monitor ticket progress and keep customers informed about timelines and resolution status; * Create and modify bots within the application, and guide customers through activation and connection; * Analyze support patterns and propose process improvements to enhance operational efficiency; * Collaborate in developing and updating internal processes and documentation; * Anticipate internal solutions to avoid rework and ensure consistency across the support team’s operations. **Requirements** * Experience in technical support or customer service within the technology sector; * Proficiency with Windows and Linux operating systems; * Familiarity with networking concepts and communication protocols; * Strong analytical ability to diagnose problems and propose solutions; * Proficiency with support and monitoring tools. **Soft Skills** * Attention to detail and analytical thinking; * Clear and assertive communication; * Proactivity and organizational skills in demand management; * Customer-centric mindset and problem-solving orientation; * Teamwork and collaboration; * Adaptability to dynamic environments. If you are passionate about technology, focused on problem-solving, and thrive on challenges, join our team!