SYSTEM SUPPORT ANALYST

Description

Job Summary: Opportunity to work with Level III technical support, problem investigation and resolution, incident management, and continuous improvement of IT processes. Key Highlights: 1. On-site and remote Level III technical support 2. IT problem investigation and resolution 3. Support for IT service management (ITILv3) About the Opportunity: \> **Working Hours:** Monday to Friday, from 10:00 AM to 7:00 PM. \> **Work Location Address:** Cuiabá/MT. **\> Employment Type:** CLT, fully on-site. \> **What We Are Looking For:** Education: Completed undergraduate degree in Information Technology; Language: Technical English (desirable); Experience: 3 years. \> **Key Responsibilities (Duties/Tasks):** * Below is a *summary* of responsibilities (the recruiter will provide further details during screening): * Investigate issues, implement corrections, and propose permanent solutions; maintain an updated Knowledge Base and proactively prevent new incidents. * Support the design, documentation, implementation, and continuous improvement of IT service management processes, following ITILv3 best practices. * Provide Level III technical support remotely and on-site, as required. * Support DTI departments with system usage instructions, network configurations, project requests, and escalated tickets. * Curate and enhance the chatbot to improve first-level support. * Support internal systems, including incident handling, service requests, access management, testing, manual maintenance, and user guidance. * Address requests from all units of MPE-MT via the Service Center or internal systems department. * Resolve incidents and problems related to IT infrastructure, networks, servers, virtualized environments, information security, and connectivity. * Provide direct support to strategic users and MPMT units, either remotely or on-site. * Continuously update the Knowledge Base and propose improvements to support processes. * Collaborate with the Service Center by providing TIC infrastructure resources and tools, such as system distribution, applications, updates, and task automation. **\> Required Specific Knowledge, Certificates, and Certifications:** *The candidate must possess at minimum:* * ITIL Foundation V3 or higher certification OR COBIT 5 Foundation or higher certification. *Basic understanding of Public Administration operations:* * Basic knowledge of English language; * Proficiency in both receptive and proactive customer service techniques; * Ability to express oneself clearly and concisely, both in writing and speech; * Ability to remain calm, tolerant, and professional when facing situations outside standard procedures and routines; * Adaptability to established rules and regulations. **\> Essential Personal Attributes for This Role:** Provided by the recruiter during the screening process. **\> What We Offer:** Salary: R$ 5.176,39. Meal Allowance: R$ 26.39 per working day (20% PAT deduction); Transportation Voucher (6% deduction); SESC Membership; Life Insurance; Others: GoGood. Minimum Education Level: Undergraduate Degree Desired Education: Information Technology, Undergraduate Degree Languages: * Portuguese (Advanced) * English (Basic)