Level 2 Technical Support Analyst

Description

Job Summary: Provide Level 2 technical support, performing diagnostics, resolving issues, and ensuring information quality and traceability within a technology-driven agribusiness environment. Key Highlights: 1. Handle Level 2 incidents and service requests in accordance with ITSM processes. 2. Perform in-depth technical diagnostics and root cause analysis. 3. Support problem management and enhance the knowledge base. Cutting-edge livestock farming is intelligent, technological, and profitable—and people make it happen. Here, we leverage technology and strategic information to transform agribusiness, connecting the entire production chain through innovation and efficiency. If you want to be part of this evolution and grow alongside Ponta, this opportunity may be yours! **We currently have an opening for a Technical Support Analyst—check the details below!** **Responsibilities and Duties** * Provide support for **incidents and service requests** escalated from Level 1 support, in accordance with **ITSM processes**; * Conduct **in-depth technical diagnostics**, root cause analysis, and implement solutions within the scope of Level 2 responsibilities; * Ensure service restoration within established **Service Level Agreements (SLAs)**; * Log, update, and close tickets in the **Service Desk** tool, ensuring information quality and traceability; * **Collaborate with Level 3 teams**, technical specialists, and vendors as needed; * Support the Problem Management process by contributing to the **identification of recurring causes**; * Create and update articles in the **Knowledge Base**, promoting continuous improvement and operational efficiency gains; * **Ticket handling:** Provide technical support and assistance to internal and external customers, responding to inquiries and resolving issues related to **hardware** and **software**; * Collaboratively drive **continuous improvement of IT support and service processes**; * **Functionality testing:** Perform **functionality testing** on products to ensure quality and proper operation; * **Related tasks:** Execute other duties related to the area as requested by the **coordinator** or **manager**. **Requirements and Qualifications — Mandatory:** * **Academic background:** Completed undergraduate degree in Systems Analysis and Development, Computer Science, or related technology fields; * Prior experience in **Level 2 Technical Support** or equivalent role within a structured Service Desk environment; * Knowledge of IT Service Management (**ITSM**); * Familiarity with the **ITIL framework**, especially Incident Management, Service Request Management, Problem Management, and Service Level Management processes; * Experience with ITSM / Service Desk tools; * Analytical ability for **technical troubleshooting and structured problem resolution**; * Strong communication skills and customer orientation; * **Microsoft 365 suite:** Solid familiarity with Office applications (Outlook, Excel, Word, etc.); * **Remote access tools:** Proficiency with tools such as AnyDesk, TeamViewer, etc., for remote diagnostics and issue resolution; * **Networking:** Knowledge of local area networks (LAN) and wireless networks (Wi\-Fi); * **Infrastructure:** Familiarity with server environments and operating systems (Windows and/or Linux), backup and restore procedures; * **Support tools:** Experience with support platforms (e.g., Freshdesk, Zendesk, Jira Service Desk or similar), ensuring effective communication and organized ticket logging; * **SQL knowledge:** Ability to read and write queries for data analysis or information validation; * We seek a **proactive, analytical, empathetic, and committed individual**, with strong learning agility, adaptability, and clear verbal and written communication skills. **Preferred Qualifications:** * **Agribusiness knowledge:** Understanding of routines, challenges, and practices in the livestock and agriculture sector; * **Familiarity with our products/services:** Prior work with or study of solutions similar to ours, enabling quick system comprehension and more targeted technical support; * **ITIL Foundation certification**. **Additional Information** **Details:** **Work location:** On-site in Maringá/PR; **Employment type:** CLT (Consolidated Labor Laws contract); **Working hours:** Business hours. **Our benefits are outstanding—take a look!** Meal/Voucher Card (Flash): Choose whether to use it at supermarkets or restaurants; Life Insurance; Health Insurance; Dental Insurance; Birthday Day Off \+ a Flash card credit gift to enjoy however you like! Mobility Allowance; Totalpass: For you and your dependents’ physical and mental health care; And great growth potential: **we offer career development plans!** **Is it a match? Then apply now!** **\#JoinPonta** **Ponta is a technology and information management company for the livestock industry.** We combine technical expertise and technological innovation to transform livestock management, genetic improvement, scientific research, and meat production—with efficiency and precision. A leader in genetic selection for Feed Efficiency and a reference in livestock management technologies, we deliver comprehensive technological solutions for researchers, breeders, ranchers, and producers seeking greater profitability and sustainability. We integrate cutting-edge technology and market intelligence to elevate livestock performance and generate value in every decision. **Cutting-edge livestock farming is intelligent, technological, and profitable. It’s all this—and much more!** Let’s transform livestock farming—together?