Junior/Pleno Level 1 Support Analyst

Description

**What we are looking for:** We are seeking a Level 1 Support Analyst. Candidates must be available to work on-site in São Paulo/SP, and available to work the following shift: **8:00 AM to 8:00 PM.** **Responsibilities** * Continuously monitor AWS and Azure cloud environments 24x7 using client-provided tools (Dynatrace, Zabbix, CloudWatch, Azure Monitor). * Identify, classify, and open incident, request, and problem tickets in the ITSM system according to operational procedures. * Execute pre-approved runbooks and procedures to resolve incidents. * Perform initial incident triage, collecting evidence, logs, and relevant information for escalation to Level 2. * Track the lifecycle of tickets, ensuring adherence to SLAs. * Initiate tickets with external vendors when required. * Document all actions taken, maintaining a complete ticket history. * Support the execution of planned changes (GMUDs) in accordance with Level 2 or Tech Lead technical runbooks. * Conduct structured handover at the end of each shift. * Report critical events to the Tech Lead, Delivery Manager, and client per the escalation matrix. * Contribute to the technical knowledge base and suggest improvements. * Ensure compliance with security, governance, and regulatory requirements. **Mandatory Requirements** * Experience in IT operations, NOC, technical Service Desk, or Cloud Operations. * Basic/intermediate knowledge of Cloud platforms (AWS and/or Azure): compute, networking, storage, and identity. * Familiarity with monitoring/observability tools (Dynatrace, Zabbix, Grafana, CloudWatch, or similar). * Networking fundamentals (TCP/IP, DNS, HTTP/HTTPS, firewalls, load balancers). * Basic knowledge of Linux and Windows Server. * Experience with ITSM tools (ServiceNow, Jira Service Management, or similar). * Basic understanding of ITIL (incidents, requests, problems). * Ability to follow runbooks and procedures with discipline and attention to detail. * Strong written communication and clear documentation skills. * Availability to work on a 24x7 rotating schedule (day/night shifts). * Currently pursuing or holding a technical or undergraduate degree in Technology, Computer Science, or related fields. **Preferred Qualifications** * Certifications: * AWS Certified Cloud Practitioner (CLF-C02) * Microsoft Azure Fundamentals (AZ-900) * ITIL v4 Foundation * Networking: Cisco CCNA, CompTIA Network+ * Linux: LPI Essentials, LPIC-1 * Experience in regulated environments (BACEN, LGPD). * Basic scripting knowledge (Bash, PowerShell, Python). * Familiarity with AI-powered tools (Copilot, Claude). * Prior experience in 24x7 mission-critical operations. * Intermediate English (technical reading proficiency). **Behavioral Profile:** We are looking for someone who: * Enjoys working collaboratively in teams and contributes proactively; * Is courageous enough to take on challenges and go beyond, embracing new growth opportunities; * Transforms ideas into creative solutions and strives for excellence in daily tasks; * Demonstrates strong problem-solving skills; * Is capable of and comfortable working independently and managing their own time effectively; * Is interested in tackling innovative and challenging technological situations. Big enough to deliver – small enough to care. **\#VempraGFT** **\#VamosVoarJuntos** **\#ProudToBeGFT** With over 35 years in the market and presence in 16 countries, GFT employs more than 12,000 people worldwide — including 4,000 in Brazil. Here, diversity, equality, and inclusion are at our core, and ensuring a safe workplace for everyone is integral to who we are. We foster a culture of development and growth anchored in our Continuous Scaled Learning pillar because we believe intelligent use of technology is the key to success in today’s digital world. **What we offer** -------------------- * Multi-benefit card – you choose how and where to use it. * Tuition assistance for undergraduate, graduate, MBA, and language courses. * Certification incentive programs. * Flexible working hours. * Competitive salaries. * Annual performance reviews with a structured career development plan. * Opportunities for international career progression. * Wellhub and TotalPass. * Private pension plan. * Childcare allowance. * Medical assistance. * Dental assistance. * Life insurance. \#VemPraGFT