Senior IT Technical Analyst

Description

Job Summary: We are seeking a creative, committed, and proactive professional to serve as a technical reference for N2/N3 support, handling complex cases and ensuring high-quality resolutions. Key Highlights: 1. Serve as a technical reference for N2 support and the team 2. Perform advanced troubleshooting on Cisco infrastructure and networks 3. Support the N1/N2 team through technical mentoring and continuous improvement Our mission is to deliver differentiated services and efficient, innovative solutions, growing sustainably as an excellence-oriented IT services company—recognized by clients and employees alike as a great place to work. We uphold ethics and transparency in business, respecting clients, suppliers, partners, and colleagues. Thus, we seek a creative, committed, and proactive professional to join our team! Join Onset!!! **Responsibilities and Duties** * Serve as a technical reference for N2 support and the team, handling highly complex cases and ensuring quality, agility, and traceability in resolutions. * Perform triage, diagnosis, and advanced troubleshooting on infrastructure, Cisco networks, physical and virtualized servers (VMware), and connectivity. * Conduct root cause analysis (RCA), proposing corrective and preventive actions to reduce recurrence (Problem Management). * Support and execute controlled changes, including risk assessment, rollback planning, evidence generation, and compliance with established processes. * Collaborate closely with specialized teams, managing technical escalations and supporting environment stabilization. * Maintain and enhance technical documentation, runbooks, and knowledge base, promoting standardization and accelerated resolution. * Support the N1/N2 team through technical mentoring, procedure standardization, and continuous improvement initiatives. * Act as the local technical focal point, supporting the IT Operations Manager in team leadership and delivery of operational metrics (SLA, backlog, recurrence, and availability). **Requirements and Qualifications** * Solid experience in senior technical support (N2/N3) within critical corporate environments involving infrastructure, networks, servers, and essential services. * Experience maintaining mission-critical environments, with emphasis on stability, high availability, and performance. * Administration and troubleshooting of Windows Server and Linux environments, aligned with defined support processes (direct N3-level execution occurs via a dedicated structure). * Experience with virtualization and support for virtualized environments, including operations and diagnostics. * Strong knowledge of Cisco LAN and Wi-Fi networks, covering VLANs, DNS, DHCP, and end-to-end troubleshooting. * Experience with monitoring and observability, including event analysis and correlation, alert response, and incident mitigation. * Practical experience with ITSM processes and tools, such as incident, problem, change, and knowledge management. * Applied Information Security knowledge, including best practices, access control, VPN, and security posture. * Familiarity with ITIL and foundational COBIT concepts, applied to operational contexts. * Strong communication skills for interacting with users, internal departments, and vendors, demonstrating an “incident ownership” mindset. **Additional Information** Standard business hours; flexibility required for emergency responses and/or shift rotation. Location: Camaçari We are an IT & Communications (Information Technology) services company capable of fulfilling all your enterprise IT needs. Our specialized professionals cover Technical Support, PMOaaS (Project Management as a Service), PMO (Project Management Office), System and Application Development, Risk Analysis, Infrastructure Monitoring, Cloud Computing Solutions, Network Management, Information Security, and LGPD Compliance. OnSet has operated in the Information Technology market since 1996, committed to delivering IT services grounded in best-practice frameworks (ITIL, SCRUM, AGILE, PMP), focused on value creation, optimization, and cost reduction. OnSet’s differentiated offerings help clients plan, implement, and operate their technological environments with maximum resource efficiency, enhancing technology utilization and human talent development.