IT SUPPORT ANALYST - II

Description

Job Summary: IT Support Analyst focused on installation, configuration, incident diagnosis, as well as procedure development and knowledge base maintenance. Key Highlights: 1. Equipment and system support, installation, and configuration 2. IT incident analysis and diagnosis 3. Development of procedures and automation of activities About the Opportunity **IT SUPPORT ANALYST \- II** * **Working Hours:** 08:00 to 17:00, Monday through Friday (subject to change at the company's or client's discretion). **Work Address:** Av. Conselheiro Rodrigues Alves \- Vila Mariana, São Paulo; Employment Type: CLT. **️ What We Are Looking For:** Education: Completed Bachelor’s degree in IT; Computer Skills: Advanced; Language: Portuguese and technical English; Experience: 3 years in the field; **Core Responsibilities (Duties/Tasks):** Support, installation, and configuration of new IT equipment, and reconfiguration of previously installed equipment; Analysis and diagnosis of incidents to resolve issues, occasionally in collaboration with vendors and other professionals; Support for installation and configuration of operating systems (MS\-Windows 7/8/10/11 or their technological successors); Support for installation and configuration of native user tools on devices (MS\-Office Professional, MS Outlook, web browsers) or cloud-based tools (Office 365, Teams, OneDrive); Installation of standard, client-approved, and client-provided market software (antivirus agents, PDF readers, plug\-ins, etc); Installation of specific applications or information systems, provided that procedures, manuals, and/or tutorials are supplied, and with vendor or developer assistance if required; Verification and identification of issues in cabling systems, basic and occasional network infrastructure configuration and repairs — e.g., network cable crimping and physical installation of access “switches” in racks (without configuration or programming); Registration, tracking, progress monitoring, and resolution of service requests in the ticket management system adopted by the CONTRACTOR; Development of procedures for administration of implemented solutions for problem and incident resolution, including documentation and operational procedures; Identification of activities suitable for automation, writing or proposing tools to automate them; Maintaining an updated knowledge base: monitoring review and updating of operational procedures (documents), researching new solutions, critically analyzing processes, and proposing improvements. **Specific Knowledge, Certificates, and Certifications Required:** Certification: ITIL V4 or higher; Certification: MD\-102 Endpoint Administrator or equivalent; Knowledge: Basic Linux operating systems; Knowledge: Advanced Windows 7 or later environment maintenance and configuration; Knowledge: Active Directory authentication technology; Knowledge: Office 365 and Office 2016 or later suite; Knowledge: Desktop Modem: MD\-100 and MD\-101; Knowledge: Computer networks, wired and wireless, TCP/IP protocol, wireless network encryption and security; Knowledge: Advanced hardware maintenance; Knowledge: Basic English for reading; **Essential Personal Attributes for This Role:** Skills: Clear and concise oral and written communication; Skills: Ability to remain calm, tolerant, and professional when facing situations outside normal procedures and routines; Skills: Ability to adapt to established rules and regulations; Skills: Dynamism to provide user support. **What We Offer:** Salary: R$ 2\.651,48 Meal Allowance: R$30.00 per working day (20% PAT deduction); Transportation Voucher (6% deduction); SESC Benefit; Life Insurance; Health Plan. GoGood; Minimum Educational Requirement: Bachelor’s Degree