Support Analyst

Description

Job Summary: Administrative and operational support professional for the maintenance area, ensuring ticket triage and technical response to internal and external customer requests, acting as the liaison between requesters and executors. Key Highlights: 1. Be part of a growing and expanding team. 2. Work with technology and constant challenges. 3. Opportunity to propose continuous process improvements. The **Eagle** is growing—we are expanding our business, defining strategies, and seeking professionals who embrace **challenges**, are **engaged** with the company’s objectives, and wish to be part of this growth—**soaring higher and higher with us!** Our **Maintenance Team** is growing and looking for professionals **passionate about technology.** **Job Mission:** Support administrative and operational demands within the maintenance area, ensuring triage and technical response to internal and external customer tickets. Coordinate ticket routing to competent areas and actively participate in service delivery, serving as the liaison between requesters and executors. **Challenges:** * Serve as an effective connection point between requesters and executors using the ticketing platform. * Ensure quality and agility in service delivery, maintaining follow-up control and timely ticket closure. * Perform technical corrections and analyses on reports, ensuring accuracy and clarity in communication. * Propose continuous process improvements within the scope of responsibility. **Responsibilities:** * Handle Level 1 tickets via HelpDesk platform according to demand. * Respond to tickets in a technical and formal manner. * Escalate tickets to responsible teams when necessary. * Provide technical support to field teams, including developing work instructions, conducting training sessions, and performing technical site visits. * Perform other related duties as required by the company. **What does this candidate need?** * Degree in Technology, Electrotechnology, Electronics, or related fields; * Experience with remote access to customers, VPN usage, and VMS software. * Familiarity with Electronic Security functions (CCTV, Access Control, Switches, Servers, etc.) is desirable; * Valid Brazilian driver’s license (Category B) and willingness to travel. Join us on this journey of growth and opportunity! Submit your resume and become part of our team that soars higher and higher.