SENIOR SUPPORT TECHNICIAN

Description

Job Summary: We are seeking an experienced Senior Support Analyst with strategic vision and commitment to technical leadership to serve as a reference in IT operations. Key Highlights: 1. Advanced Support (N2/N3) in field service model 2. Technical Leadership and Projects, including deployments and rollouts 3. Infrastructure Management and Performance Monitoring **Opportunity at Positivo S\+ — SENIOR SUPPORT ANALYST — Rondonópolis/MT (On-site)** -------------------------------------------------------------------------------------------- **Positivo S\+** is a technology company focused on innovative solutions across multiple sectors. We seek experienced professionals with strategic vision and commitment to technical leadership. If you have solid experience in advanced support and wish to serve as a reference in our operations, this opportunity is for you! ### **Main Responsibilities:** * **Advanced Support (N2/N3):** Handling high-complexity issues in *field service* model, ensuring definitive resolution of incidents involving systems, software, and hardware. * **Technical Leadership and Projects:** Leading deployments, infrastructure rollouts, and serving as the escalation point for critical issues. * **Infrastructure Management:** Performing advanced preventive and corrective maintenance on servers, networks, and operating systems. * **Performance and Governance:** Monitoring platforms to ensure maximum availability and conducting root cause analysis to prevent recurrence. * **SLA Management:** Ensuring strict adherence to service indicators (telephony and IT) and maintaining high-quality records in ITSM tools. * **Executive Support:** Direct interface with VIP users, ensuring rapid solutions and impeccable professional conduct. ### **Required Experience:** * **N2/N3 Support:** Proven experience in advanced support and resolution of complex infrastructure incidents. * **Project and SLA Management:** Experience leading rollouts, migrations, and meeting performance targets. * **Microsoft 365 Proficiency:** Expertise in Active Directory, Azure, and Intune administration. * **Leadership and Processes:** Acting as a technical reference for the team and familiarity with ITSM/ITIL methodologies. ### **Education:** * **Mandatory:** Completed Bachelor's degree in IT or related fields. ### **Additional Information:** * **Work Schedule:** Full-time (business hours) * **Work Mode:** 100% On-site in Rondonópolis/MT * **Model:** Ticket-based support system and on-site support (*field service*) Minimum Education Level: High School (Secondary Education)