Analista de Suporte Pleno

New

JobgetherIT support

Based in BrazilFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: Approximately 2 years of experience as a Support Analyst or in a similar IT support role is desirable.
Required Skills: Microsoft OfficeLinuxGoogle Workspace

Have completed or be pursuing higher education in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or a related field.
Approximately 2 years of experience as a Support Analyst or in a similar IT support role is desirable.
Have practical knowledge of network troubleshooting, including LAN/WAN, VPN, and firewall concepts.
Be familiar with customer support tools, ticket management platforms, and system monitoring solutions.
Have knowledge of Windows and Linux operating systems.
Be proficient with Google Workspace tools, including Docs, Sheets, and Slides.
Be proficient with Microsoft Office applications, including Word, Excel, and PowerPoint.
Have analytical and troubleshooting skills to investigate issues and identify solutions.
Be organized and able to prioritize and handle multiple requests simultaneously.
IT certifications such as Microsoft Certified or ITIL Foundation are nice to have.
Knowledge of TCP/IP protocols, network topologies, and basic cloud and on-premise infrastructure concepts is nice to have.
Familiarity with information security principles and best practices is nice to have.

Handle and resolve medium-complexity client support requests through detailed diagnostics and technical solutions aligned with SLAs.
Analyze incoming requests to improve first-contact resolution and prevent unnecessary escalations.
Use internal tools and knowledge bases to validate solutions and simulate scenarios.
Escalate complex cases to N2 and N3 support with preliminary diagnostics, technical context, and documentation.
Improve support materials, tutorials, operational workflows, and knowledge base articles.
Monitor ticket SLAs and deadlines, identify risks, and act to maintain service performance indicators.
Share technical knowledge, guidance, and best practices with junior and less experienced team members.
Identify recurring errors, systemic failures, and improvement opportunities, and communicate findings to product or management teams.
Manage and prioritize multiple requests while maintaining professional communication and accurate interaction records.

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