Infrastructure Support Analyst

Description

Job Summary: We are seeking an Infrastructure Support Analyst to handle Level 2 incident response, ensuring efficient diagnosis, problem resolution, and operational continuity of systems. Key Highlights: 1. Providing technical support and resolving Level 2 incidents 2. Supporting application maintenance and process improvement 3. Collaborating with internal teams and vendors **Infrastructure Support Analyst** **Job Summary** We are seeking a Support Analyst to handle Level 2 technical incidents and requests, ensuring efficient diagnosis, problem resolution, and operational continuity of systems. The professional will be responsible for supporting application maintenance, collaborating with internal teams and vendors, and contributing to continuous improvement of support processes. **Responsibilities** Respond to and resolve Level 2 support tickets escalated from the Level 1 team. Diagnose and resolve issues related to systems and applications. Document procedures, solutions, and best practices in the knowledge base. Support the implementation of new tools and system updates. Coordinate with vendors and internal teams to resolve more complex incidents. Ensure SLA compliance and service quality. Monitor incidents until final resolution. Contribute to continuous improvement of support and service delivery processes. **Mandatory Requirements and Qualifications** Experience in technical support or system support (Level 2). Ability to diagnose and resolve technical incidents. Experience with ticket and incident management tools. Basic knowledge of infrastructure, systems, and corporate applications. Strong communication and organizational skills. Experience working with SLA compliance. Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or Systems Analysis; or currently pursuing such a degree. **Desirable Requirements and Qualifications** Knowledge of ITSM tools. Experience in large-scale corporate environments. Hands-on experience in system implementation or upgrades. Knowledge of IT service management frameworks (e.g., ITIL). Hybrid work model \- 2 days per week onsite \- Fortaleza