### **Senior Level 1 Support Analyst** Location: Centro/RJ Working Hours: 8:00 AM to 5:00 PM Salary Expectation Immediate Start ### **About the Position** If you enjoy solving problems, thrive in dynamic environments, and want to grow within a team that lives and breathes technology, this role is for you. We’re looking for someone with experience in managed support, familiarity with ITSM tools, and a strong drive for professional growth. ### **Your Responsibilities** * Provide Level 1 support via ITSM, WhatsApp Business, Teams, email, and telephone. * Open, log, categorize, and track tickets with strict adherence to SLA requirements. * Deliver remote support via RMM across Windows and macOS environments. * Execute tasks on endpoints, networks, Microsoft 365, and Google Workspace. * Perform troubleshooting on Windows (desktop), Windows Server (basic), Active Directory (AD), and File Servers. * Install and support applications (Office suite, web browsers, email clients, etc.). * Remotely configure peripherals (printers, multifunction devices). * Maintain ongoing interaction with on-premises and cloud infrastructure. ### **Mandatory Requirements** * Completed or currently pursuing a Bachelor’s degree in technology-related fields such as: Information Technology Management, Computer Networks, Information Systems, Information Security, or Computer Engineering. * Solid hands-on experience in help desk/service desk operations. * Strong understanding of ITSM concepts and managed support practices. * Proficiency with Windows (installation, configuration, troubleshooting). * Familiarity with Windows Server fundamentals (AD, File Server). * Experience operating and setting up applications on Windows and macOS. * Foundational networking knowledge (TCP/IP, Wi-Fi, routers, switches). * Basic knowledge of Microsoft 365 and Google Workspace. * Understanding of fundamental cybersecurity principles. ### **Soft Skills** * Proactivity * Clear and concise communication * Organization and attention to detail * Continuous learning mindset * Genuine desire to advance in the IT field * Strong interpersonal skills and teamwork orientation * **Preferred Qualifications (Resume Boosters)** * Microsoft certifications (AZ-900, SC-900, MS-900, etc.) * CompTIA certifications (A+, Network+, Security+) * CCNA or equivalent certifications * Cybersecurity certifications (ISC², CompTIA) * ITSM certifications (ITIL, COBIT, etc.) Minimum Education Level: Bachelor’s Degree * Life Insurance * Training programs, courses, and events focused on IT and Cybersecurity * Career Development Plan * Dental Plan * Meal Voucher * Food Allowance * Transportation Allowance * Health Insurance