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Job Summary: The Senior IT Support Analyst will ensure technical support to users, diagnosing and resolving incidents, supporting local infrastructure, and escalating requests to guarantee technology stability and user satisfaction. Key Highlights: 1. Technical support to users and incident resolution 2. Local infrastructure support and escalation of requests 3. Essential role in ensuring operational continuity and user satisfaction * If you are an **analytical, organized individual with strong communication skills and a problem-solving focus**, this opportunity may be for you. We are seeking a **Senior IT Support Analyst** to provide technical support to users across our facilities, performing incident diagnosis and resolution, supporting local infrastructure, and appropriately escalating requests when necessary. This professional will play an essential role in maintaining operational continuity, ensuring the stability of technology resources, and maximizing user satisfaction. **Responsibilities and Duties** * Respond to tickets related to corporate systems, ERP, and internal Mantiqueira applications; * Perform initial diagnostics and functional analysis of system errors; * Assist users in correctly using corporate systems; * Conduct functional and operational incident analysis on ERP systems; * Perform data validations, basic configurations, and functional testing when required; * Identify systemic failures, integration errors, or operational inconsistencies; * Provide first- and second-level (N1/N2\) support for medium-complexity system-related requests;; * Support validation and homologation processes for system fixes; * Collaborate with technical teams, vendors, or developers as needed to resolve incidents; * Assist users in resolving questions related to processes executed within systems. * Log, categorize, and update tickets in the ITSM system; * Ensure traceability of incidents and maintain high-quality information logging; * Prioritize support requests based on criticality and operational impact; * Meet defined SLAs for incidents and service requests; * Correctly escalate incidents requiring intervention from development teams, vendors, or Level 3 (N3) support; * Support continuous improvement of the knowledge base by documenting recurring solutions. * Support logging and tracking of recurring system incidents; * Assist in organizing operational documentation and support procedures; * Support investigations and analyses of recurring systemic incidents; * Contribute to improving the quality of ticket logging and historical records. **Requirements and Qualifications** * Bachelor’s degree in Information Technology, Information Systems, Systems Analysis, or related fields; * Experience in technical or functional support for corporate systems or ERP. **Additional Information** * Market-competitive salary; * Variable compensation; * Health insurance; * Telemedicine; * Dental insurance; * Pharmacy benefits; * Company-provided transportation (Itanhandu and Itamonte); * Physical food basket or card-based option; * Wellhub (gyms and wellness); * E-learning platform. Mantiqueira Brasil was founded in the interior of Minas Gerais and, for over 37 years, has transformed the egg market through innovation, quality, and a sustainable vision for the future. We are a reference and leader in South America, producing over 4 billion eggs annually. All of this is possible thanks to the strength of our team, which helps feed the world every day.
