Support Analyst

Description

Job Summary: Junior Support Analyst responsible for technical support, logging and prioritizing requests, resolving incidents, diagnosing issues, and documenting solutions. Key Highlights: 1. Hardware, software, and network technical support. 2. Experience with ITSM and security tools. 3. Knowledge of ITIL, cloud platforms (AWS, Azure, GCP), and monitoring. As a Junior Support Analyst, you will provide technical support, log and prioritize user requests, resolve incidents, diagnose hardware, software, and network issues, and document solutions. Requires experience with ITSM tools, system installation and configuration, security practices, as well as knowledge of networking, printer troubleshooting, and ITIL fundamentals. ***DESIRABLE KNOWLEDGE:*** Ability to receive, log, categorize, and prioritize user requests. Competence to take effective actions in resolving incidents and service requests, as well as addressing general inquiries. Conducts medium- or low-complexity data gathering 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 logging 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). Knowledge of printer troubleshooting Knowledge of AI 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 Education: * Information Technology, Technical Course Languages: * English (Basic) * Life Insurance \- MetLife * Transportation Allowance * Sul América Health Plan (Optional) * Total Pass * Meal/ Food Allowance