IT Support Analyst

Description

Job Summary: Responsible for ensuring the operational sustainability of IT, resolving incidents, and guaranteeing service continuity and user satisfaction. Key Highlights: 1. Provide high-complexity technical support and troubleshooting 2. Focus on service continuity and user experience 3. Opportunity to enhance the IT infrastructure Responsible for ensuring the operational sustainability of Information Technology, performing incident analysis and resolution, guaranteeing service continuity and a positive user experience. Responsibilities and Duties: * Provide technical support by analyzing and resolving high-complexity incidents and requests; * Perform troubleshooting on systems, applications, devices, and infrastructure, identifying root causes and proposing solutions; * Diagnose issues related to the client's local network, such as DHCP failures, blocks, service outages, and IP conflicts; * Identify and analyze devices on the network, including verification of MAC Address, IP, and inter-service communication; * Monitor, prioritize, and manage tickets, ensuring clear communication and appropriate follow-up with users; * Escalate and coordinate tickets with other teams (e.g., N3, product, engineering) when necessary; * Support maintenance and organization of the IT infrastructure, including equipment, access controls, and environments; * Document support interactions, solutions, and procedures to contribute to the knowledge base; * Identify opportunities to improve support and operational processes; * Support the N1 team with technical questions and case escalation; * Report critical and recurring incidents to the immediate supervisor. Requirements and Qualifications: * Prior experience in technical support (N1 or N2); * Familiarity with operating systems (Android, Windows, and Linux); * Ability to diagnose software and hardware issues; * Practical knowledge of networking (DHCP, IP, DNS, connectivity, and basic routing); * Experience with remote access tools and ticket management systems; * Basic networking knowledge (connectivity, DNS, etc.); * Ability to identify and analyze network devices (IP, MAC Address, ports, and communication); * Strong communication skills and clarity when interacting with users; * Organizational skills and ability to prioritize tasks. Differentiators: * Experience with monitoring tools (e.g., Datadog, New Relic, Prometheus, Grafana, Zabbix); * Experience with troubleshooting in distributed environments (e.g., multiple units/branches); * Knowledge of information security and access management; * Experience with technical documentation and playbook creation.