Level 2 Technical Support Analyst

Description

Job Summary: Level 2 Technical Support Analyst responsible for classifying, logging, handling, resolving incidents/tickets, and configuring/maintaining software while guiding users. Key Highlights: 1. Providing Level 2 technical support for incidents and service requests. 2. Software configuration and maintenance. 3. Actively guiding users and communicating effectively. Profile: LEVEL 2 TECHNICAL SUPPORT ANALYST Scope: * Receive, classify, log, handle, resolve, and when not possible, escalate incidents/tickets and service requests to another level; * Log incidents/tickets in the ITSM tool to ensure proper assignment to the correct team; * Guide users on current processes, policies, and procedures; * Inform incident/ticket requesters about status updates, providing clarifications, guidance, and information; * Perform software configuration and maintenance. * Knowledge of Windows operating system; * Knowledge of Android and iOS operating systems; * Knowledge of fiscal and thermal printers, as well as multifunction devices; * Accountability for all processes; * Punctuality; * Active and effective communication. Address: Via Urbana, 5520 Cia Sul, Simões Filho - BA, CEP: 43700-000 Schedule: 8:00 AM to 5:30 PM (1 hour and 30 minutes for lunch) – 100% on-site Job Type: Full-time, Permanent CLT, Temporary, Freelance / PJ Contract Duration: 3 weeks Compensation: R$2.420,00 per month