Junior Support Analyst

Description

Job Summary: Responsible for handling and resolving Level 1 and Level 2 technical support tickets, supporting users, managing system access, and maintaining up-to-date documentation. Key Highlights: 1. Technical support for hardware, software, connectivity, and peripherals. 2. Access management in corporate systems and security policies. 3. Opportunity to identify improvements in processes and activities. **Key Responsibilities** * Handle and resolve Level 1 and Level 2 technical support tickets (hardware, software, connectivity, and peripherals) in accordance with defined SLAs; * Support users in resolving incidents and service requests, ensuring high-quality service delivery; * Perform routine tasks related to creation, review, and revocation of access rights in corporate systems (Active Directory, Entra ID, etc.), in compliance with security policies; * Log support interactions and maintain updated documentation (knowledge base, tutorials, and operational procedures); * Monitor basic service metrics (SLA and satisfaction), under leadership guidance; * Support the team with technical tasks and organization of operational processes; * Identify and flag opportunities for improvement in repetitive processes and activities. **Requirements** * Currently pursuing a technical or undergraduate degree in Information Technology, Information Systems, or related fields; * Basic knowledge of technical support (hardware, software, and networks); * Familiarity with Active Directory and access management; * Basic knowledge of Windows operating systems and Microsoft Office suite; * Strong communication and organizational skills; * Familiarity with ticketing tools (Service Desk) is desirable. Benefits: * Medical assistance * Dental assistance * Profit-sharing program * Meal allowance * Transportation allowance Work location: On-site