Support Analyst

Description

Job Summary: Support Analyst for Help Desk to ensure continuous operation of systems and equipment, providing technical support and resolving incidents. Key Highlights: 1. Handle internal and external customer support via tickets or phone. 2. Diagnose and resolve hardware, software, network, and system issues. 3. Participate in weekend on-call shifts with a fixed weekday day off. We are seeking a **Support Analyst** to join our **Help Desk** team. This professional will be responsible for ensuring the continuous operation of systems and equipment, supporting internal employees and promptly resolving technical incidents and issues with agility and excellence. **Working Hours:** Monday to Friday, 9 AM to 7 PM **On-Call Shifts:** Weekend on-call rotation (with a fixed weekday day off) Dreaming of joining the \#HavanFamily? Join us! **Responsibilities and Duties** * Provide internal (employees) and external (partners and suppliers) customer support via ticketing system or phone; * Monitor the support queue to address incoming requests; * Diagnose and resolve issues related to hardware, software, networks, and corporate systems; * Perform installation, configuration, and maintenance of equipment and systems; * Analyze errors and document technical procedures and solutions in ticket records; * Track pending and ongoing tickets; * Provide ad-hoc support for specific needs; * Carry out tasks specifically aligned with your assigned area; * Participate in weekend on-call shifts as required; * Collaborate with other IT teams to ensure service continuity. **Requirements and Qualifications** * Currently pursuing a bachelor’s degree in technology-related fields. * Strong communication and organizational skills; * Proactivity; * Basic knowledge of Microsoft Office suite; * Proficiency in using tools and software. **Preferred Qualifications:** * Prior experience in technical support, customer service, or related areas; * Knowledge of Windows and Linux operating systems; * Familiarity with remote access tools; * Availability to work during the stated hours and participate in weekend on-call shifts. **Additional Information** **What You’ll Find Here?** * A distinctive and relaxed work environment; * Organization and transparency; * Engaged and happy people; * Celebration of our achievements; * Meal or food allowance; * Transportation allowance; * Profit-sharing program (PPR); * SESC membership benefits; * Partnership school benefits; * Unimed health plan (optional enrollment); * Telemedicine services \- Conexa; * Citizen company (6-month maternity leave and 20-day paternity leave); * Banked hours; * Growth opportunities. If you’re passionate about technology, programming, and impactful challenges, Havan Labs is the place for you! Located within our Administrative Center in Brusque (SC), Labs brings together professionals passionate about digital innovation, working across diverse technology domains to transform ideas into solutions that delight and add value to our business. We have already developed hundreds of nationally and internationally recognized projects — such as RFID, Artificial Intelligence, mobile applications, and more — always applying agile methodologies and focusing on what truly matters: delighting customers, employees, and suppliers with exceptional experiences. We currently have open IT positions for professionals interested in roles such as software developer, programmer, UX/UI designer, systems analyst, and more! With an exclusive space and a collaborative, relaxed environment, Labs is the ideal place for those who want to grow, learn, and get hands-on to shape the future of retail. Submit your resume for our tech positions at Havan Labs and help us transform the future of retail!