Job Summary: We are seeking a Support Analyst II to provide advanced technical support, ensuring continuity and security of the organization’s IT systems. Key Highlights: 1. Essential role in ensuring system stability and security 2. Opportunity to support the company’s continuous growth and innovation 3. Focus on incident diagnosis, resolution, and user guidance **ARQDIGITAL** Arqdigital is a technology company with 26 years of experience in the industry, including over 13 years as a Vehicle Financing Contract Registrar. Our journey in this market began when the company won two public service concession tenders in the states of Amazonas and Pará, leading us to focus exclusively on this sector and pursue ever-greater specialization, given the inherent complexity of contract registration processes. Since then, numerous transformations have occurred in the market landscape, and Arqdigital has demonstrated its capacity for adaptation and innovation by expanding its services to other federative units adopting the accreditation model. Additionally, the company now offers complementary services that streamline routines and processes involved in registering customers’ financing contracts—such as process outsourcing across various State Traffic Departments (Detrans), project consulting, advisory support to Detran, legal updates, among others. **Position: Support Analyst II** We are looking for a Support Analyst II to deliver advanced technical support for IT systems, applying diagnostic and problem-resolution tools. This role operates across the entire organization to ensure operational continuity and efficiency, guaranteeing system stability and security. **Main Responsibilities:** * Receiving and logging support requests * Initial incident diagnosis and resolution * Escalating complex requests * SLA monitoring and compliance * User guidance and support * Supporting operational testing * Updating the knowledge base **Requirements:** * Bachelor’s degree in Computer Science, Information Systems, or related fields * Experience in opening and managing support requests * Familiarity with SLA and ITIL concepts (desirable) * Proficiency in Windows and basic Linux knowledge * Fundamental networking concepts (TCP/IP, DNS, VPN) * Initial incident diagnosis capability * Microsoft Office Suite (basic to intermediate level) **Desired Skills:** Clear communication, empathy, organization, teamwork, proactivity, and continuous learning. **Want to grow with us?** Apply for this position!