IT SUPPORT ANALYST - II

Description

Job Summary: Work as a Level II Support Analyst, providing on-site and remote technical support, managing incidents, and implementing improvements to IT systems and infrastructure. Key Highlights: 1. IT Equipment and Systems Support and Configuration 2. Incident Analysis and Diagnosis 3. Development of Procedures and Automation of Activities About the Opportunity **LEVEL II SUPPORT ANALYST** **Working Hours:** 08:00 AM to 05:00 PM, Monday through Friday (subject to change at the company's or client's discretion). **Additional Information: The employee will provide on-site support in two cities.** Work Address: 3 DAYS — Av. dos Arnaldos, 1015 - Centro, Fernandópolis - SP, 15600-000. 2 DAYS — R. Itacolomi, 3096 - Vila Marin, Votuporanga - SP, 15500-467. Employment Type: CLT. **What We Are Looking For:** Education: Completed Bachelor's Degree in IT; Computer Skills: Advanced; Language: Portuguese and Technical English; Experience: 3 years in the field; **Core Responsibilities (Duties/Tasks):** Providing support, installation, and configuration of new IT equipment, and reconfiguration of previously installed equipment; Analyzing and diagnosing incidents to resolve issues, occasionally collaborating with vendors and other professionals; Supporting the installation and configuration of operating systems (MS-Windows 7/8/10/11 or their technological successors); Supporting the installation and configuration of native user tools on devices (MS-Office Professional, MS Outlook, web browsers) or cloud-based tools (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; Inspecting and identifying issues in cabling systems; performing basic and occasional infrastructure network repairs, e.g., crimping network cables and physically installing access switches into racks (without configuration or programming); Logging, tracking, monitoring progress, and resolving service requests in the adopted incident management system (as implemented by the CONTRACTOR); Developing procedures for administering solutions implemented to resolve problems and incidents, including documentation and operational procedures; Identifying activities suitable for automation and developing or proposing tools to automate them; Keeping the knowledge base up to date: monitoring revision and updating of operational procedures (documents), researching new solutions, critically analyzing processes, and proposing improvements. **Specific Knowledge, Certifications, and Credentials Required:** 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), TCP/IP protocol, wireless network encryption and 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: Dynamic attitude suitable for end-user support. **What We Offer:** Salary: BRL 2,651.48 Meal Allowance: BRL 30.00 per working day (20% PAT deduction); Transportation Allowance (6% deduction); SESC Membership; Life Insurance; Health Plan. GoGood Minimum Education Level: Bachelor's Degree