Support Analyst

Description

Job Summary: IT professional focused on multi-level support, infrastructure management, Microsoft 365 administration, telephony, information security, and documentation. Key Highlights: 1. In-person and remote multi-level support (L1, L2, L3) 2. Infrastructure management and Microsoft 365 administration 3. Solution-oriented mindset and strong communication skills **Description and Responsibilities:** **Schedule:** Monday to Friday, from 8:00 AM to 6:00 PM, with a 1 hour and 30 minute lunch break **Level:** Professional **Employment Type:** Full-time – CLT * Multi-level Support: Provide L1, L2, and L3 support (in-person and remote), ensuring SLA compliance, supported by interns and apprentices. * ??Infrastructure Management: Monitor and maintain servers, networks (VLANs), backups, and connectivity (VPN). * ??Microsoft 365 Administration: Manage user accounts, groups, licensing, and provide Office application support. * ??Telephony and Assets: Configure and support telephone systems, mobile devices, desktops, laptops, printers, and scanners. * ??Information Security: Assist in implementing security policies, access controls, and threat monitoring. * ??Documentation: Create technical Standard Operating Procedures (SOPs) for the knowledge base. **Requirements:** * Proven experience in corporate technical support. * Proficiency in Windows Server and Active Directory (AD) environments. * Solid knowledge of computer networking (TCP/IP, DNS, DHCP, Firewall, VPN). * Experience administering Microsoft 365 / Azure. * Knowledge of backup and disaster recovery procedures. * Basic SQL knowledge (to support ERP systems). **Desired Profile:** * ??Solution-oriented Mindset: Ability to identify root causes of complex issues. * ??Strong Communication Skills: Ability to explain technical terms simply to end users. * ??Organizational Skills: Discipline to manage multiple concurrent tickets via ITSM tools (Milvus). **Advantages:** * ITI or Microsoft certification (Cloud/Server). * Prior experience with RM TOTVS ERP. * Knowledge of task automation (PowerShell or similar). * Availability for emergency support and on-site visits to units. **Benefits:** Life Insurance, Meal Voucher, Transportation Voucher