Analista de Suporte, Nível 1

This is a fully remote position, open to applicants in Brazil.

📋 Description

• You will serve as the primary point of contact during incidents occurring outside of regular business hours, ensuring continuous follow-up until service normalization or appropriate escalation.

• Monitor service channels during on-call periods.

• Promptly receive and respond to incidents reported by users.

• Log occurrences in the ticketing system.

• Conduct initial triage of incidents.

• Validate reported outages and failures.

• Gather technical evidence (screenshots, videos, logs, error messages, and environment information).

• Execute documented operational procedures.

• Perform validation tests and reproduce issues.

• Consult logs and basic system functionality indicators.

• Maintain continuous communication with users throughout the incident resolution process.

• Engage internal teams and vendors as necessary.

• Document actions taken and results achieved.

⛳️ Requirements

• Previous experience of at least 6 months in technical support, application maintenance, or systems operations.

• Experience in incident handling in a production environment.

• Strong written communication skills.

• Ability to investigate and analyze problems.

• Basic knowledge of Linux.

• Basic knowledge of SQL.

• Organized approach to documentation and activity logging.

• Availability for on-call duty.

• Differentiators:

• Experience with GLPI or similar tools.

• Experience with Docker.

• Experience in web application support.

• Experience in IT operations or NOC.

• Knowledge of application monitoring.

• Experience in high availability environments.

🏝️ Benefits

• Infrastructure assistance;

• Day Off on your birthday - with a surprise!

• Support for training and certifications;

• Access to Alura;

• Partnership with FIAP;

• Reward for referrals;

• Health insurance;

• Dental plan;

• Vittude - mental health platform;

• Wellhub - for your physical health;

• New Value - discount coupons;

• SESC.