As a Junior Support Analyst, you will be responsible for providing technical support by recording and prioritizing user requests. You will resolve incidents, diagnose hardware, software, and network issues, and document solutions. The role requires experience with ITSM tools, system installation and configuration, security practices, as well as knowledge of networking, printer troubleshooting, and familiarity with ITIL. DESIRABLE SKILLS: Ability to receive, register, classify, and prioritize user requests. Competence in taking effective actions to resolve incidents and service requests, as well as answering general inquiries. Conducts data collection of medium or low complexity under supervision. Writes and documents ideas and solutions clearly and comprehensibly / Ticket Classification Familiarity with operating systems Ability to diagnose and resolve hardware issues in workstations and peripheral devices. Experience with ITSM tools to record and track requests. Basic networking knowledge (TCP/IP, DNS, DHCP, Firewall, Proxy, Gateway) Ability to install, configure, and update applications and systems. Knowledge of security practices such as antivirus, firewalls, and password management. Ability to resolve issues related to specific software used by the organization (e.g., office suites, ERP systems). Knowledge in printer troubleshooting Knowledge in AI Basic English proficiency Basic knowledge of ITIL Foundation. Ability to manage and optimize cloud environments (AWS, Microsoft Azure, Google Cloud Platform), including service migration and cloud resource administration to ensure efficiency and security. Proficient in using and configuring monitoring tools such as Zabbix, Nagios, and SolarWinds for effective infrastructure management, with the ability to proactively identify and resolve performance issues. Minimum Education: Technical Course Preferred Education: Computer Science, Technical Course Languages: English (Basic) * Meal Voucher / Food Allowance * Transportation Voucher * Sul América Medical Plan (Optional) * Life Insurance - MetLife * Total Pass