Support Analyst

Description

Job Summary: Nova Agency is seeking a proactive Support Analyst with strong analytical skills to maintain and evolve the technological environment, delivering high-level support and infrastructure management. Key Highlights: 1. High-level customer support and agile incident resolution 2. Administration of network, server, and cloud infrastructure (Azure/AWS) 3. Advanced technical support and automation of IT routines Nova Agency is looking for a **Support Analyst** to join our Information Technology team. We seek an experienced professional with a proactive attitude, analytical mindset, and ability to operate effectively in both maintenance and evolution of the technology environment. **Key Responsibilities** * Deliver high-level user support, ensuring agility and quality in resolving incidents and service requests; * Administer and configure network infrastructure (LAN, WAN, VPN, and firewall), ensuring availability and security; * Manage physical and virtual servers (on\-premises and cloud-based); * Administer **Microsoft Azure and AWS** environments, including resource provisioning, monitoring, and optimization; * Implement and manage information security policies, including antivirus, access control, and incident prevention; * Configure and administer infrastructure and service monitoring tools; * Install, configure, and maintain digital communication services (e\-mail, web, FTP, VPN); * Design, document, and maintain computer networks; * Prepare technical and managerial reports related to the IT area; * Provide advanced technical support to users of **Windows and iOS** systems, covering hardware, software, and connectivity; * Diagnose and resolve complex issues related to applications, networks, and security; * Manage and track service tickets, ensuring accurate documentation and performance metrics; * Collaborate with infrastructure, development, and security teams to resolve critical incidents and implement improvements; * Conduct user training sessions and workshops to promote best practices and efficient system usage; * Automate IT routines and processes using scripts and specialized tools. **Essential Requirements** * Solid experience as a Support Analyst (mid-to-senior level), preferably in corporate environments; * Proficiency in **Windows and iOS** operating systems; * Advanced knowledge of **network infrastructure (LAN, WAN, VPN, firewall)**; * Practical experience with **cloud computing (Microsoft Azure and AWS)**; * Experience with remote support tools and ticketing systems; * Strong troubleshooting skills for hardware, software, and connectivity issues; * Knowledge of information security and threat prevention; * Experience integrating Windows and iOS environments; * Familiarity with automation (scripts, PowerShell, Bash or similar); * Analytical ability, organizational skills, and excellent communication. **Education** * Bachelor's degree completed in **Information Technology** or related fields. **Preferred Qualifications** * Certifications in Azure, AWS, networking, or security; * Experience with monitoring and asset management tools; * Experience in high-availability environments. If you seek a dynamic, challenging environment with growth opportunities, join Nova Agency