52 - Senior Technical Support Analyst

Description

Job Summary: Senior Technical Support Analyst to handle user requests and incidents, resolving them according to procedures and deadlines while interacting with customers and the support team. Key Highlights: 1. Handling requests and incidents of low and medium complexity 2. Focus on investigation, diagnosis, and testing of solutions 3. Interaction with various support levels and customers Profile: Senior Technical Support Analyst Scope: Handle user requests and incidents, resolving them in accordance with technical procedures and agreed deadlines. Provide technical support to customers regarding resolution of low- and medium-complexity incidents. Investigate, diagnose, and test the solution to the problem before contacting the requester. Interact with other support levels to identify correct solutions. Interact with customers at all hierarchical levels. Support end users by assisting and resolving their questions related to support/infrastructure/systems. Experience: Strong written and verbal communication skills; resilience, dynamism, proactivity, and ability to work under pressure; Basic knowledge of IT Governance (ITIL); Familiarity with ITSM ticketing tools; Good teamwork skills; Willingness to work overtime; Requirements: Providing technical support to regular and VIP users via remote or on-site access; Desktop, notebook, and mobile device configuration/formatting; Operating system installation; Access management and knowledge of Active Directory (AD); Hardware knowledge for preventive maintenance; Office 365 knowledge — account creation, password reset, groups, and permissions; Windows 10/11 knowledge; Address: R. James Clerk Maxwel, 282-676 - Techno Park, Campinas - SP, 13069-380 Period: 05/25/2026 to 06/29/2026 — 08:00 AM to 05:00 PM (Monday to Friday) — 5x2 schedule HIRE VIA MEI OR RPA Payment: R$3.080,00 per month Work Location: On-site