Junior Support Analyst

Description

Job Summary: Junior Support Analyst responsible for technical support, registration and prioritization of requests, incident resolution, diagnosis of hardware, software, and network issues, and solution documentation. Key Highlights: 1. Technical support, registration and prioritization of user requests. 2. Incident resolution, problem diagnosis, and solution documentation. 3. Experience with ITSM tools, security, and ITIL fundamentals. As a Junior Support Analyst, you will be responsible for providing technical support, registering and prioritizing user requests. You will resolve incidents, diagnose hardware, software, and network problems, and document solutions. Experience is required with ITSM tools, system installation and configuration, security practices, as well as networking knowledge, printer troubleshooting, and ITIL fundamentals. ***DESIRABLE KNOWLEDGE:*** Ability to receive, register, classify, and prioritize user requests. Competence to take effective measures for resolving incidents and service requests, as well as addressing general inquiries. Conducts medium- or low-complexity data collection under supervision. Writes and documents ideas and solutions clearly and comprehensibly / Ticket Classification Familiarity with operating systems Ability to diagnose and resolve hardware issues on workstations and peripheral devices. Experience with ITSM tools for registering and tracking requests. Basic networking knowledge (TCP/IP, DNS, DHCP, Firewall, Proxy, Gateway) Ability to install, configure, and update applications and systems. Knowledge of security practices, such as antivirus, firewalls, and password management. Ability to resolve issues related to organization-specific software (e.g., office suites, ERP systems). Printer troubleshooting knowledge AI knowledge Basic English proficiency Basic ITIL Foundation knowledge Ability to manage and optimize cloud environments (AWS, Microsoft Azure, Google Cloud Platform), including service migration and cloud resource administration to ensure efficiency and security Proficiency in using and configuring monitoring tools such as Zabbix, Nagios, and SolarWinds for effective infrastructure management, with the ability to proactively identify and resolve performance issues. Minimum Education: Technical Course Desired Qualification: * Information Technology, Technical Course Languages: * English (Basic) * Total Pass * Sul América Health Insurance (Optional) * Transportation Allowance * Meal/ Food Voucher * Life Insurance \- MetLife