Support Analyst

Description

Job Summary: Emiteaí is seeking a Support Analyst passionate about technology and excellence to ensure efficient support and resolve medium-complexity technical incidents. Key Highlights: 1. Passion for technology and continuous pursuit of improvements. 2. Focus on problem resolution and customer satisfaction. 3. Collaboration with internal teams and improvement initiatives. Emiteaí, an innovative company in the logistics and transportation sector, is looking for a **Support Analyst** to join our technical support team. The professional will be responsible for ensuring efficient support, resolving medium-complexity technical incidents, and promoting customer satisfaction. If you are passionate about technology, continuously seek improvements, and are committed to excellence, we want to meet you! **Responsibilities** Manage and resolve medium-complexity incidents related to systems and infrastructure. Provide technical support and guidance to Level I Support Analysts for more challenging issues. Proactively diagnose failures and propose preventive solutions to avoid recurrence. Perform remote and on-site support for critical cases. Document developed solutions and update the knowledge base with detailed procedures. Monitor and ensure compliance with SLAs and support efficiency. Escalate critical issues to higher-level support or management when necessary. Collaborate with internal teams to resolve operational-impacting problems. Conduct tests and validations for system updates, documenting results. Supervise preventive maintenance on systems and equipment. Generate support reports and propose improvements based on identified incidents. Actively participate in improvement initiatives with the team and leadership. **Requirements** Strong communication and active listening skills. Organization and ability to prioritize tasks in dynamic environments. Proactivity and focus on problem resolution. Ability to work under pressure and collaboratively. Commitment to customer satisfaction. Prior experience in technical support, preferably handling medium-complexity incidents. Knowledge of infrastructure, systems, and technical support tools. **Preferred Qualifications:** Experience in process documentation and system update documentation. Experience working in logistics or transportation companies. **Benefits** Meal allowance via Caju (R$ 750.00); Short Friday (earlier departure on Fridays); Birthday day off; Unimed Vale do Itajaí health plan (no monthly fee and no co-payment); Uniodonto dental plan (no monthly fee and no co-payment); Wellhub (wellness and gym platform); Conexa (telemedicine platform with medical consultations); Partnerships and agreements with various institutions. **How is the hiring structured?** Hiring is under the **CLT hybrid model** (onsite from Monday to Thursday at our office and remote on Fridays), with working hours from **2:00 PM to 11:00 PM**, except on Fridays, when hours are from 2:00 PM to 7:00 PM.