IT SUPPORT ANALYST - II

Description

Job Summary: IT Support Analyst II focused on installation, configuration, and incident diagnosis for IT equipment and systems, including procedure development and automation. Key Highlights: 1. Comprehensive technical support for operating systems and end-user tools 2. Incident analysis and diagnosis with joint action alongside vendors 3. Development of procedures and automation of activities About the Opportunity **IT SUPPORT ANALYST II** * **Working Hours:** 8:00 AM to 5:00 PM, Monday to Friday (subject to change at the company's or client's discretion). Work Location Address: Av. dos Arnaldos, 1015 - Centro, Fernandópolis - SP, 15600-000. Employment Type: CLT. **️ What We Are Looking For:** Education: Bachelor's degree in IT (completed); Computer Skills: Advanced; Language: Portuguese and technical English; Experience: 3 years in the field; **Core Responsibilities (Duties/Tasks):** Providing support, installing and configuring new IT equipment, and reconfiguring previously installed equipment; Analyzing and diagnosing incidents to resolve problems, occasionally collaborating with vendors and other professionals; Supporting installation and configuration of operating systems (MS-Windows 7/8/10/11 or their technological successors); Supporting installation and configuration of native end-user tools on devices (MS-Office Professional, MS Outlook, web browsers) or cloud-based solutions (Office 365, Teams, OneDrive); Installing standard, client-approved, and client-provided market software (antivirus agents, PDF readers, plug-ins, etc); Installing specific applications or information systems, provided that procedures, manuals, and/or tutorials are supplied by PRODESP, and with vendor or developer assistance if required; Verifying and identifying issues in cabling systems, performing basic and occasional network infrastructure repairs—e.g., crimping network cables and physically installing access switches in racks (without configuration or programming); Recording, tracking, monitoring progress, and resolving service requests in a ticket management system, as adopted by the CONTRACTOR; Developing procedures for administering implemented solutions to address problems and incidents, including documentation and operational procedures; Identifying tasks suitable for automation and writing or proposing tools to automate them; Maintaining an up-to-date knowledge base: supporting review and updating of operational procedures (documents), researching new solutions, critically analyzing processes, and proposing improvements. **Required Specific Knowledge, Certificates, and Certifications:** Certification: ITIL V4 or higher; Certification: MD-102 Endpoint Administrator or equivalent; Knowledge: Basic Linux operating systems; Knowledge: Advanced maintenance and configuration of Microsoft Windows 7 or later environments; Knowledge: Active Directory authentication technology; Knowledge: Office 365 and Office 2016 or later suite; Knowledge: Desktop Modem: MD-100 and MD-101; Knowledge: Computer networks—wired and wireless—including TCP/IP protocol, encryption, and wireless network security; Knowledge: Advanced hardware maintenance; Knowledge: Basic English for reading; **Essential Personal Attributes for This Role:** Skills: Clear and concise oral and written communication; Skills: Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; Skills: Ability to adapt to established rules and regulations; Skills: Dynamism to provide user support. **What We Offer:** Salary: R$ 2.757,24 Meal Allowance: R$32.00 per working day (20% PAT deduction); Transportation Allowance (6% deduction); SESC Membership; Life Insurance; Health Plan. GoGood Minimum Educational Requirement: Bachelor's Degree