Junior Support Analyst

Description

### **Responsibilities** * Monitor and execute, under guidance from more experienced staff, interactions with other support personnel to resolve, handle, and track customer requests, and maintain network applications and services. * Assist in the process of defining and handling service requests quickly and efficiently, ensuring customer satisfaction. * Respond promptly and accurately to customer requests, recording and resolving them according to technical procedures. * Assist in gathering all information regarding productivity, quality, and behavioral metrics for the area, preparing reports to monitor all services provided by the department and informing leadership so that actions or decisions can be taken based on this data. * Stay updated on technological advancements and familiarize oneself with existing company technologies to align with best practices in Architecture, Solutions / Infrastructure / TELECOM, and Security. * Stay current by reading operational procedures, attending meetings, trainings, certifications, and other related activities. * Provide technical support under leadership guidance, supporting processes that ensure high availability and performance of customer platforms, and assist in maintaining and updating the area’s technical procedures. * Keep the knowledge base up to date by monitoring revisions and updates to operational procedures (documents); under guidance, research new solutions to enable process analysis and propose improvements. * Observe and support more experienced team members in monitoring data center, network, Telecom, and VOIP management processes; infrastructure capacity planning based on key attributes; and rapid joint problem resolution with leadership. * Monitor data traffic and control network resource performance under leadership guidance. * Uphold the company’s IT Policy by verifying appropriate use and conservation of resources. * Perform assigned tasks while adhering to technical standards and procedures for quality, health, occupational safety, and environmental protection. ### **Education** Minimum: Completed technical course in Computer Science, Computer Networks, or Telecommunications. Desirable: Bachelor’s degree in IT (in progress or completed). ### **Additional Requirements** Driver’s License Category B (desirable). ### **Behavioral Competencies** Clear communication (oral and written) and empathy in customer service. Proactivity and initiative. Sense of urgency and prioritization. Organization and attention to detail. Teamwork and collaboration. Orientation toward internal customers and focus on results. Quick learning ability, responsibility, and ethics. ### **Technical Competencies** Fundamentals of hardware and operating systems (Windows 11\); basic Linux knowledge. Active Directory (users, groups, basic GPOs). Microsoft 365 (Outlook, Teams, OneDrive). Networking: TCP/IP, DNS/DHCP, basic VLAN concepts, corporate Wi‑Fi. Security: antivirus/EDR, MFA, security policies. Virtualization basics (VMware and/or Hyper‑V). Backup/restoration and operational routines. Inventory and monitoring tools. Basic ITIL knowledge (incident, request, problem). Basic scripting (e.g., PowerShell). Corporate printing, remote access tools, and support tools. ### **Required Experience** Minimum 2 years’ prior experience as a Technical/Support Analyst or Junior Infrastructure Analyst. Experience supporting end users and resolving incidents. Preferred: experience in manufacturing environments and 24x7 operations. ### **Other Courses and Certifications** ITIL Foundation (desirable). Microsoft: AZ‑900\. Cisco: CCNA (desirable). Courses on Windows/PowerShell, cloud fundamentals (Azure), and information security. ### **Required Languages** Portuguese: fluent. English: basic to intermediate — sufficient for reading documentation and occasional interaction with vendor support. ### **Benefits** Meal Voucher: R$1\.000,00 monthly — choose between grocery purchases for your meals or dining at quality restaurants for daily convenience!, Health Insurance: Amil\- You choose! High-quality healthcare is within your reach., Dental Insurance: Amil: Smile — we offer dental benefits to make your smile even more powerful! , Life Insurance: Prudential — Protection and security for you and your family, backed by one of the world’s largest insurers., Other Benefits: TotalPass \- Gym Membership: Physical well-being and quality of life with access to gyms across Brazil. Movement is health! MentalClean \- Mental and Physical Health: Psychological support and care for your mental health — because your mind matters too! Education Incentive: Want to study? We support you! Financial aid for courses and training — investing in your future. Christmas Kit: At year-end, receive a special gift — a frozen food kit for your family Christmas dinner! PPR \- Profit Sharing Plan: When the company grows, you grow too! Participate in annual results. Pharmacy Credit: Keep your health on track and your wallet stress-free — you receive R$ 250,00 in pharmacy credit!