Job Summary: Senior IT Analyst to ensure the availability of the microcomputing environment and support users with corporate systems and ERP. Key Highlights: 1. Autonomous handling of medium-complexity requests 2. Root cause analysis and proposal of continuous improvements 3. Advanced support for internal systems and ERP About the Position We are seeking a Senior IT Analyst to ensure the availability and proper operation of the microcomputing environment and to support users in utilizing corporate systems and ERP, working autonomously on medium-complexity requests, performing root cause analysis, and proposing continuous improvements to support processes. Responsibilities * Receive, log, track, and resolve service tickets (N1/N2), ensuring clear communication and SLA compliance. * Provide hardware, Windows, corporate tools, and network support (diagnosis and resolution of recurring incidents). * Deliver advanced functional support for internal systems and ERP (validations, testing, and configuration). * Conduct root cause analysis, identify patterns, implement preventive actions, and propose adjustments and improvements. * Support/participate in IT projects, enhancements, upgrades, and integrations. * Actively contribute to standardization, creation, and improvement of IT procedures and documentation. Requirements (Mandatory) * Completed or ongoing bachelor’s degree in IT, IS, ADS, Networking, or related fields. * Experience in support/Service Desk (preferably N1 and N2), handling medium-complexity requests autonomously. * Experience with TOTVS Protheus ERP. * Technical knowledge in: Installation, analysis, and configuration of microcomputing environments. Intermediate-level networking (e.g., TCP/IP, DNS, VPN). Support for systems/ERP (validations, testing, and configuration). Basic SQL for simple queries. Experience with ITSM/Service Desk tools and ITIL practices. Desirable Qualifications (Preferred) * Certifications and supplementary training (e.g., ITIL Foundation, networking, Microsoft/corporate environments, ERP).