Job Summary: We are looking for a creative, proactive, and analytical Mid-Level Technical Support Analyst to work in challenging environments, making a difference in people's lives. Key Highlights: 1. Working in a challenging environment focused on making a difference 2. A team that values empathy and creativity for better results 3. Opportunity for a Mid-Level Technical Support Analyst **About the position** We are looking for someone special to join us in a challenge! We have an excellent opportunity for a **Mid-Level Technical Support Analyst**. We seek a professional who is creative, proactive, analytical, and execution-oriented! If you are this person and enjoy working in challenging environments with the goal of making a difference in people's lives, this is your place! Join our team in an environment where empathy and creativity are the recipe to consistently cultivate and harvest outstanding results! ### #### **Responsibilities:** * Provide first- and second-level technical support to users and customers; * Receive, register, classify, and track tickets via service desk tools; * Diagnose and resolve incidents and requests related to systems, applications, and infrastructure; * Perform root cause analysis (RCA) of recurring incidents; * Support production and pre-production (homologation) environments; * Resolve production issues, ensuring service continuity; * Assist development and infrastructure teams in identifying failures; * Document procedures, solutions, and knowledge base (KB); * Monitor services and applications, acting preventively; * Support users with operational questions regarding systems and tools; * Participate in continuous improvement activities for support processes. #### **Requirements and Qualifications:** * Bachelor’s degree completed or in progress in Computer Science, Information Systems, Engineering, or related fields; * Prior experience as a Technical Support Analyst or Systems Sustainment Analyst; * Knowledge of Windows and Linux operating systems; * Understanding of networking concepts (TCP/IP, DNS, HTTP/HTTPS); * Experience with ticketing tools (Service Desk, Jira Service, Freshdesk, GLPI, or similar); * Analytical and problem-solving skills (troubleshooting); * Strong communication skills for supporting both technical and non-technical users; * Organizational skills for incident logging and tracking; * Experience supporting web systems and corporate applications; * Basic database knowledge (simple SQL queries); * Fundamental ITIL knowledge. #### **Nice-to-have:** * Experience with cloud environments (AWS, Azure, or GCP); * Familiarity with DevOps or CI/CD practices; * Knowledge of monitoring tools (Zabbix, Grafana, New Relic, or similar); * Experience in agile environments (Scrum/Kanban); * Experience automating routine tasks (basic Bash or PowerShell scripting). #### **Non-negotiables:** * Tinnova focuses on building creative and innovative solutions; * Ability to learn from others’ experiences and share your own; * Passion for technology; * Commitment to delivering high-collaboration results. ### **ADDITIONAL INFORMATION** #### **We offer for this position:** Contract type: PJ; Birthday Day Off; Paid leave of 15 days after 1 year of employment; Health insurance; Dental insurance. #### **Work location:** HYBRID! (2 days onsite and 3 days remote)