Support Analyst

Description

Job Summary: Junior Support Analyst responsible for providing technical support, logging and prioritizing requests, resolving incidents, and diagnosing issues related to hardware, software, and networks. Key Highlights: 1. Hardware, software, and network technical support 2. Familiarity with ITSM tools and security practices 3. Knowledge of printer troubleshooting and ITIL As a Junior Support Analyst, you will provide technical support, log and prioritize user requests, resolve incidents, diagnose hardware, software, and network issues, and document solutions. Experience is required with ITSM tools, system installation and configuration, security practices, as well as networking, printer troubleshooting, and foundational ITIL concepts. ***DESIRABLE KNOWLEDGE:*** Ability to receive, log, categorize, and prioritize user requests. Competence in taking effective actions to resolve incidents and service requests, as well as addressing general inquiries. Conducts medium- or low-complexity data collection activities under supervision. Writes and documents ideas and solutions clearly and understandably / Incident Classification Familiarity with operating systems Ability to diagnose and resolve hardware issues on workstations and peripheral devices. Experience using ITSM tools to log and track requests. Basic networking knowledge (TCP/IP, DNS, DHCP, Firewall, Proxy, Gateway) Ability to install, configure, and update applications and systems. Knowledge of security practices, such as antivirus, firewalls, and password management. Skill in resolving issues related to organization-specific software (e.g., office suites, ERP systems). Knowledge of printer troubleshooting Knowledge of AI Basic English proficiency Basic ITIL Foundation knowledge; ability to manage and optimize cloud environments (AWS, Microsoft Azure, Google Cloud Platform), including service migration and cloud resource administration to ensure efficiency and security Proficiency in using and configuring monitoring tools such as Zabbix for effective infrastructure management, with the ability to proactively identify and resolve performance issues. Minimum Education: Technical Course Desired Qualification: * Information Technology, Technical Course Languages: * English (Basic) * Total Pass * Sul América Health Insurance (Optional) * Transportation Allowance * Meal/ Food Allowance * Life Insurance \- MetLife