Job Summary: Senior Support Analyst for specialized technical support, leadership on critical tickets, development team support, and training organization. Key Highlights: 1. Specialized technical support with a focus on problem resolution 2. Technical leadership and guidance to the support team 3. Support to the development team in identifying systemic failures **Support Analyst – Senior Level** **Responsibilities:** * Specialized technical support to customers, focusing on efficient analysis and resolution of issues. * Leadership in handling critical tickets and providing technical guidance to the support team. * Support to the development team in identifying systemic failures and suggesting improvements. * Organization of training sessions and knowledge transfer to users and team members. * Incident logging, report preparation, and monitoring of departmental metrics. **Requirements:** * Completed or ongoing undergraduate degree in Information Technology or related fields. * Solid experience in IT technical support (Level 2 or 3). * Leadership profile, with decision-making ability, prioritization skills, and team support capability. * Proactivity, initiative, and autonomy in problem resolution. * Intermediate to advanced proficiency in Excel, Word, and Outlook. * Basic knowledge of networks, operating systems, remote access tools, and help desk support. * Preferred: ERP, database, and infrastructure knowledge. **Job Details:** * **Location:** Rodoviário District – Goiânia * **Schedule:** Monday to Friday, 8:00 AM to 6:00 PM (on-site) * **Compensation:** R$ 2.900,00 (CLT) + R$ 1.500,00 performance-based bonus + VT + Ifood Food Card + Gyn Pass Employment Type: Full-time, CLT permanent position Pay Range: R$2.900,00 – R$4.400,00 per month Benefits: * Meal allowance * Transportation allowance Selection Question(s): * In situations involving many simultaneous tickets, how do you maintain agility without compromising service quality or incident documentation? * When a user cannot clearly explain the issue, how do you conduct support to identify the root cause without causing frustration or rework? Experience: * Customer Service, Support? (Mandatory) Work Location: On-site