Senior Technical Support Analyst

Description

Job Summary: Work as a Senior Technical Support Analyst, resolving low- and medium-complexity incidents, creating procedures, and interacting with users and other support levels. Key Highlights: 1. Technical support for infrastructure, networks, and systems. 2. Experience with ITSM and defined SLAs. 3. Opportunity for dynamic and proactive professionals. Profile: Senior Technical Support Analyst Scope: Responsibilities: Respond to user requests and incidents, resolving them according to technical procedures and agreed-upon deadlines. Provide technical support to customers regarding resolution of low- and medium-complexity incidents. Create and maintain up-to-date technical procedures and knowledge base. Investigate, diagnose, and test solutions before contacting the requester. Collaborate 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: Knowledge of POS (maintenance and installation) – Front-end Cashier. Active Directory, DNS, DHCP, file server, print server. Google Workspace (G Suite) tools. Knowledge of Office 365, including installation, configuration, and rule administration. User support, desktop/notebook/tablet configuration. Applications, hardware, printers, etc. Knowledge of network infrastructure, routers, and switches. Experience operating within ITSM frameworks with defined SLAs. Remote support (AnyDesk, TeamViewer). Experience in support center operations governed by metrics/indicators such as: SLA, SLO, FCR, TMA, TME, Abandonment Rate, Satisfaction. Requirements: Bachelor’s degree in Information Technology or currently pursuing one is preferred. Strong written and verbal communication skills; resilient, dynamic, proactive, and able to work under pressure. Preferred Qualifications: Knowledge of ITSM ServiceNow and its usage. Experience in Commercial/Wholesale environments. Knowledge of VTEX. Address: Av. Irmã Maria Felicíssima, 201 - Santa Rita, Piracicaba - SP, 13423-203 Period: 05/06/2026 to 06/08/2026 Hours: 7:00 AM to 3:00 PM (Monday to Friday) – 7:00 AM to 12:00 PM (Saturdays) Hiring via MEI or RPA Compensation: R$3.640,00 per month Work Location: On-site