Mid-Level Support Analyst

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

📋 Description

• Deliver technical assistance to clients operating within moderately complex environments, contractual agreements, and extensive customizations.

• Assess requests and implement technical resolutions to guarantee service continuity, ensure customer satisfaction, and comply with SLAs.

• Evaluate requests as a technical triage filter to enhance first-contact resolution rates.

• Utilize internal tools and the knowledge base to verify solutions and model scenarios.

• Refer intricate tickets to N2 and N3 support teams with comprehensive diagnoses and documentation.

• Revise and enhance tutorials, operational workflows, and knowledge base articles.

• Monitor SLAs and deadlines, highlight risks, and sustain departmental performance metrics.

• Assist junior team members with technical inquiries and system usage.

• Detect and report error trends, systemic failures, and opportunities for optimization.

• Manage multiple requests, uphold professional communication, and accurately log interactions.

⛳️ Requirements

• A minimum of two years of experience as a support analyst or in a comparable IT position is preferred.

• Proficient in network troubleshooting (LAN/WAN, VPN, firewall).

• Familiarity with customer support tools, ticket management systems, and monitoring applications.

• Knowledge of Google Workspace (Docs, Sheets, Slides).

• Understanding of Windows and Linux operating systems.

• Proficient in Microsoft Office (Word, Excel, PowerPoint).

• IT certifications (e.g., Microsoft Certified, ITIL Foundation) are advantageous.

• Understanding of network protocols (TCP/IP), topologies, and foundational cloud and on-premises infrastructure concepts is beneficial.

• Awareness of information security and best practices is a plus.

• Completed or ongoing higher education in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or a related discipline.

🏝️ Benefits

• Meal allowance.

• Work equipment.

• Access to exclusive partner offers.

• Gympass.

• Employee referral bonus.

• Optional dental plan.

• Life insurance.

• Day off for your birthday.

• Home office allowance.

• Health insurance.

• Education assistance (Galena platform).