Senior Technical Support Analyst

Description

Job Summary: Senior Technical Support Analyst responsible for handling user requests, resolving incidents, maintaining technical procedures, and interacting with customers and other support teams. Key Highlights: 1. Technical support incident handling and resolution 2. Creation and maintenance of procedures and knowledge base 3. Interaction with customers and support teams Profile: Senior Technical Support Analyst Responsibilities: Handle user requests and incidents, resolving them in accordance with technical procedures and agreed timelines. Provide technical support to customers for low- and medium-complexity incident resolutions. Create and maintain up-to-date technical procedures and knowledge base. Investigate, diagnose, and test solutions before contacting the requester. Collaborate with other support tiers to identify correct solutions. Interact with customers at all hierarchical levels. Support end users by assisting and resolving their questions related to support/infrastructure/systems. Experience: Point-of-Sale (POS) knowledge (maintenance and installation) – Front Counter (Mandatory) Active Directory, DNS, DHCP, file server, print server Google Workspace (G Suite) tools Office 365 knowledge, including installation, configuration, and rule administration User support, Desktop/Notebook/Tablet configuration Applications, hardware, printers, etc. Network infrastructure knowledge, including routers and switches Experience operating within ITSM environments with defined SLAs Remote support (AnyDesk, TeamViewer) Experience in support center operations governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction Requirements: Bachelor’s degree in Information Technology or currently enrolled in such a program Strong written and verbal communication skills; resilient, dynamic, proactive, and capable of working under pressure Preferred Qualifications: ITSM ServiceNow knowledge and usage Experience in Commercial/Wholesale environments VTEX knowledge Address: Avenida Tiradentes, 5175 Parque Industrial - Cilo 2, Londrina - PR, 86072-000 Period: April 27, 2026 to May 29, 2026 – Monday to Friday, 7:00 AM to 3:00 PM / Saturdays, 7:00 AM to 12:00 PM *CONTRACT VIA MEI* Job Type: Full-time, Permanent CLT, Freelance / PJ, Temporary Contract Duration: 1 month Compensation: R$3.770,00 per month Work Location: On-site