Technical Support

Description

Job Summary: We are seeking a Level 2 Technical Support Analyst to resolve complex tickets, support Level 1 teams, and drive infrastructure and process improvements. Key Highlights: 1. High-complexity technical support operations 2. Focus on infrastructure and process improvements 3. Technical support to Level 1 team **About the Role** We seek a professional to serve as a Level 2 Technical Support Analyst, focusing on high-complexity incidents, providing technical support to Level 1, and contributing to infrastructure and process improvements. **Main Responsibilities** * Resolve escalated tickets from Level 1; * Perform advanced incident diagnosis (hardware, software, networks, and operating systems); * Administer Windows and/or Linux environments, Active Directory, and Azure AD; * Configure and maintain network assets (switches, routers, and access points); * Manage access rights, permissions, and policies (GPO); * Support backup, security, and update management; * Create and maintain technical documentation (procedures and knowledge base); * Provide technical support to Level 1 team; * Ensure SLA compliance; * Serve as liaison with Level 3 and vendors. **Requirements** * Prior experience in Level 2 technical support or similar role; * Knowledge of networks and Windows and/or Linux operating systems; * Experience with Active Directory and/or Azure AD; * Hands-on experience in incident analysis and resolution. **Preferred Qualifications** * Certifications in relevant areas (Microsoft, Cisco, ITIL, etc.); * Experience in corporate environments; * Knowledge of information security and backup solutions. **Profile** * Proactivity and sense of responsibility; * Strong communication skills; * Organization and problem-solving focus. **Benefits** * Meal allowance of **R$ 39.00 per day**; * Health plan **Unimed Recife**, with co-payment Salary: R$1\.918,00 \- R$1\.918,01 per month Benefits: * Medical assistance * Dental assistance * Meal allowance * Food voucher * Transportation voucher Work Location: On-site