FCamara is seeking a professional to work as a **Senior Service Desk Analyst**, serving as a technical reference for sustaining corporate environments and critical business systems. We are looking for a candidate with strong analytical ability, an investigative mindset, and a focus on definitive incident resolution, providing high-complexity remote support to users across offices, home offices, distribution centers, and stores. This position plays a strategic role in ensuring operational stability of the environment, contributing to continuous improvement of support processes, reduction of recurring incidents, and enhancement of the operational knowledge base. **Responsibilities and Duties** **Specialized Support and Assistance** * Provide high-resolution remote support via chat, phone, and the ServiceNow portal. * Support corporate users, distribution centers, stores, and teams working remotely. * Ensure a high First Call Resolution (FCR) rate, delivering an excellent user experience. **Advanced Troubleshooting** * Diagnose and resolve high-complexity incidents related to corporate systems and critical applications. * Address issues involving point-of-sale (POS) systems, billing, shipping, logistics inventory, and other business systems. * Conduct in-depth technical analysis to identify systemic failures and rapidly restore services. **Infrastructure and Connectivity** * Diagnose infrastructure-related network issues, including LAN, WLAN, WAN, SD\-WAN, and VPN environments. * Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications. * Perform connectivity analysis and validate integrations between systems and devices. **Automation and Continuous Improvement** * Develop scripts and automation routines to optimize recurring operational tasks. * Identify opportunities to improve support processes and propose solutions that increase operational efficiency. * Support standardization and automation initiatives for service delivery. **Knowledge Management** * Create, review, and maintain up-to-date technical articles in the Knowledge Base. * Document procedures, workarounds, and best practices for sharing across teams. * Disseminate technical knowledge and support the training of other analysts. **Problem Analysis** * Perform Root Cause Analysis (RCA) for recurring incidents. * Contribute to the permanent elimination of failures, reducing recurrence and increasing environmental stability. * Monitor support performance and quality metrics, proposing corrective actions when necessary. **Requirements and Qualifications** **Education** * Bachelor’s degree completed or in progress in Computer Science, Information Systems, Computer Networks, Computer Engineering, or related fields. **Experience** * Solid experience in Service Desk, Service Support, or high-complexity Technical Support. * Experience in mission-critical corporate environments with high-volume support demand. * Experience with ITSM tools, preferably ServiceNow. * Experience analyzing and resolving incidents in distributed environments. **Technical Knowledge** * Administration of Windows and Microsoft 365\ environments. * Diagnosis of network issues in LAN, WLAN, WAN, SD\-WAN, and VPN environments. * Knowledge of Active Directory, DNS, DHCP, and TCP/IP. * Support for critical corporate systems (ERP, POS, logistics, billing, inventory, and business applications). * Knowledge of PowerShell, Batch, Python, or other automation languages is considered a plus. * Familiarity with ITIL and Incident, Problem, and Change Management processes. **Competencies** * Excellent analytical and troubleshooting skills. * Investigative profile focused on definitive problem resolution. * Strong communication skills and ability to interact effectively with diverse stakeholders. * Organizational skills, sense of priority, and autonomy. * Ability to perform under pressure in critical environments. * Proactivity and focus on continuous improvement. * Results orientation and user experience focus. **Differentiators** * ITIL Foundation, Microsoft, CompTIA, or Cisco certifications. * Experience in retail, logistics, or large-scale operations environments. * Experience in automating support processes and building knowledge bases. **Here, we are \#SangueLaranja!** We have been in the market for 17 years, partnering closely with our clients to deliver transformative experiences. We are a global technology and innovation ecosystem; beyond Brazil, we operate in Europe and the UK, with offices in Portugal, London, Dubai, and the Netherlands. **F for Formation: We believe in practicing a culture of knowledge sharing, community spirit, and that knowledge** **has the power to transform!** We run social initiatives and programs promoting development, such as the Orange Juice tech community, the Formation Program, our leadership academy, and numerous partnerships with NGOs and Edtechs. **At FCamara, everyone is welcome. For us, Diversity, Respect, and Ethics are non-negotiable elements embedded in our DNA.** **So, are you ready to join an amazing team and become the protagonist of your own story?**
João Silva
Indeed · HR
João Silva
Indeed · HR
