Level 2 Technical Support Analyst

Description

Job Summary: Work as a Level 2 Technical Support Analyst, resolving incidents and service requests, performing diagnostics, ensuring SLAs are met, and contributing to the continuous improvement of IT processes. Key Highlights: 1. Handling Level 2 incidents and service requests with a focus on ITSM. 2. Performing in-depth technical diagnostics and root cause analysis. 3. Contributing to the continuous improvement of support processes. Cutting-edge livestock farming is intelligent, technological, and profitable. And the 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 with Ponta, this opportunity could 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, following **ITSM processes**; * Perform **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 data quality and traceability; * **Collaborate with Level 3 teams**, technical specialists, and vendors when required; * Support Problem Management by contributing to the **identification of recurring causes**; * Create and update knowledge base **articles**, promoting continuous improvement and operational efficiency gains; * **Ticket handling:** Provide technical support and assistance to internal and external customers, answering questions and resolving issues related to **hardware** and **software**; * Collaboratively drive the **continuous improvement of support and IT service processes**. * **Functional testing:** Conduct **functional testing** of the product to ensure quality and proper operation; * **Related tasks:** Carry out other duties related to the area as requested by the **coordinator** or **manager**. **Requirements and Qualifications — Mandatory:** * **Academic background:** Bachelor’s degree completed 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; * Experience with ITSM / Service Desk tools; * Analytical ability for **technical troubleshooting and structured problem resolution**; * Clear communication skills and customer orientation; * **Microsoft 365 suite:** Solid familiarity with Office applications (Outlook, Excel, Word, etc.); * **Remote access tools:** Experience with tools such as AnyDesk, TeamViewer, etc., for incident diagnosis and 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 write and read 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:** * **Livestock industry knowledge:** Understanding of routines, challenges, and practices in the 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); **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 Plan; Dental Plan; Birthday Day Off \+ a Flash card credit as a gift to enjoy however you like! Mobility Allowance; Totalpass: For you and your dependents to care for physical and mental health; 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, cattle raisers, and producers seeking greater profitability and sustainability. We integrate cutting-edge technology and market intelligence to enhance 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 the livestock industry together?