Analista de Suporte Sistemas Pleno

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We are currently looking for a Analista de Suporte Sistemas Pleno in Brazil.Full-TimeMiddle

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Job Details

Completed degree in Information Systems, Computer Engineering, Information Technology, or related fields.
2 to 5 years of experience in technical support or system support environments.
Intermediate knowledge of databases, operating systems, and computer networks.
Experience using ticketing and IT service management tools (Service Desk systems).
Strong communication skills with the ability to provide clear and user-focused support.
Analytical mindset with solid problem-solving skills for handling more complex technical issues.
Familiarity with healthcare system environments (such as health plan operations) is a plus.
Knowledge of the NEXDOM systems will be considered a strong differential.

Provide technical support for identifying, diagnosing, and resolving incidents and system issues, ensuring adherence to SLA and service quality standards.
Clarify user doubts regarding system functionalities while maintaining clear, empathetic, and proactive communication across support channels (chat, email, phone, etc.).
Perform triage, classification, and reclassification of tickets based on severity and type, ensuring accurate routing and prioritization.
Document resolutions and system interactions thoroughly in ticketing tools to support knowledge sharing and future reference.
Collaborate with internal teams to analyze recurring issues, propose improvements, and contribute to workflow and process optimization.
Maintain and enhance the knowledge base, supporting onboarding, training, and continuous learning for the support team.
Support incident resolution efforts with increasing autonomy, including interaction with other technical areas when needed.

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