Technical Support Analyst

Description

Job Summary: Technical Support Analyst with a focus on customer service, innovation, collaboration, and results, responsible for IT infrastructure support and maintenance. Key Highlights: 1. Customer-focused operations, innovation, and results 2. Respectful and collaborative work environment 3. Accountability for deliverables and multidisciplinary teamwork **Learn About This Opportunity** If you focus on customers and innovation, make decisions openly and transparently, appreciate and contribute to a respectful work environment, collaborate across disciplines in a pragmatic, results-oriented manner, and take ownership of deliverables, then the **Technical Support Analyst** role is for you! **Important Job Details:** * Work Location: Contagem * Work Modality: Hybrid * Employment Type: Full-time * Occasional travel across South America to provide user support and project oversight; **Responsibilities:** * On-site, telephone, email, MS Teams, and remote support tool assistance; * End-user support and assistance (clear, didactic communication, patience, and empathy); * Equipment inventory and logistics management; * Management of internet link accounts and contracts; * Third-party vendor procurement and management; * Oversight of network and IT projects within assigned areas; * Support for the DataCenter team (organization, inventory, basic server support); * Monitoring governance actions related to servers and datacenters; * Installation, cabling, and maintenance of our internal LAN network; * Operation of local DataCenter servers and equipment; * Use of ticketing system (SLA compliance, ticket creation, tracking, and closure); * Creation and tracking of purchase requisitions from initiation through product delivery; * General user support (passwords, connections, access rights, links, installations, VPN, mobile devices, MFA, performance slowdowns, corporate systems, Office suite, drivers, peripherals, OS errors, etc.); * Hardware maintenance (computer slowdowns and crashes, printer and peripheral failures, disk space issues); * Updating computer and notebook inventories; * Equipment and server refreshes at production sites; * Oversight of network and infrastructure projects; * Third-party vendor procurement and oversight; * Occasional travel to facilities outside Minas Gerais and outside Brazil (South America); * Server maintenance and replacement; * Datacenter maintenance (sensors, equipment, UPS, etc.); * Internet link control, payment, and renewal; * Creation of purchase requisitions for various equipment and services; * Progress review meetings with presentations of ongoing projects; * Updating and creating operational procedures; * Equipment logistics; **Required Knowledge and Skills:** * Bachelor’s degree in Information Technology (in progress); * Valid Brazilian driver’s license (CNH/B); * Intermediate English proficiency; * Problem diagnosis and resolution capability; * Experience installing software and configuring computers, notebooks, tablets, and smartphones; * Knowledge of operating systems, basic networking, remote access tools, incident management, and information security; * Microsoft Office, Adobe products, MS Teams; **Preferred Qualifications:** * Familiarity with UiPath, Power BI, and programming logic. Salary and benefits align with market standards for companies of our size and sector, including health insurance, bonus programs, and meal vouchers. Benefits also emphasize well-being and balance—such as extended maternity and paternity leave, emotional support services, Gympass, and more. **About the Company** We are RHI Magnesita, the driving force behind the refractory industry. We master high temperatures so industries worldwide can build a modern and sustainable life. We are the global leader in high-quality refractory products, systems, and services—essential for industrial processes operating above 1,200°C (e.g., steel, cement, non-ferrous metals, glass, and others). We employ 13,000 direct staff, operate 35 major production facilities, and maintain 70 commercial offices serving over 10,000 clients across 40 countries. **Our Way of Working** To deliver top performance to our customers, we rely on a qualified, engaged, and collaborative team that puts innovative technologies into practice. That’s why we place such strong emphasis on people—seeking to attract and retain talent while encouraging leadership styles that foster openness, new ideas, and execution of diverse initiatives. We believe pragmatic, positive, and integrated action strengthens teams and delivers better outcomes. We are a company built by people. And “people” means diversity—of ideas, gender, skin color, ethnicity, life experiences, bodies, and minds. We are committed to offering equal opportunities to all, regardless of gender, race, disability, ethnicity, sexual orientation, age, or any other characteristic. We want every employee to feel welcomed and valued. Here, you can be yourself!