Senior Technical Support Analyst (2)

Description

Job Summary: IT support professional providing technical assistance, access management, and event monitoring to ensure resolution of hardware and software issues. Key Highlights: 1. Technical support for software and hardware 2. Access and permission management in Windows environments and systems 3. Event monitoring and escalation to responsible parties for SLA compliance Description: * Completed or currently pursuing a bachelor's degree (related to Information Technology); * Native Portuguese speaker (fluent in speaking and writing); * Intermediate English proficiency; * Minimum of 3 years of experience in IT support roles; * Strong communication skills. * Installation of IT equipment; * Installation of network infrastructure (structured cabling); * Logging of events (technical tickets or service requests); * Clarification of technical, operational, or administrative queries; * Identification and handling of technical support requests for software and hardware; * Identification and forwarding of requests for installation, update, relocation, correction, configuration of software and hardware services; * Monitoring of events against response and resolution timeframes; * Escalation to responsible parties—including third parties—when agreed service level agreements (SLAs) are not met; * Providing timely status updates and estimated completion times for user requests; * Handling second-level access management requests; * Maintenance of folders on file servers; * Creation of user accounts; * Access management; * Permission management in Windows environments; * Permission management in systems; * If tickets cannot be resolved by the Access Team, they must be escalated and forwarded to the next-level support team; * Documenting solutions implemented by the specialized team in the knowledge base for future reference. 251115020246460590