Mid-Level Systems Support Analyst

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

📋 Description

• Assist in the identification and resolution of incidents and problems within NEXDOM systems.

• Address inquiries regarding system functionalities.

• Suggest and engage in discussions about workflow and process improvements with the team and coordination.

• Maintain effective communication throughout support interactions (chat, email, phone, etc.).

• Reassess ticket severity and classification as required.

• Thoroughly document the resolution process and updates for tickets.

• Act based on evidence of incidents to deliver precise support.

• Aid in the upkeep of the research library and knowledge management systems.

• Adhere to and propose enhancements to internal processes and guidelines.

• Share insights with the team to foster a collaborative environment.

• Offer friendly and empathetic service to ensure a positive experience.

• Exhibit active listening skills and concentrate on resolving problems.

• Execute or undertake related tasks as directed by the supervisor.

• Welcome and train new analysts during their onboarding process.

• Manage incident and request resolutions with increased autonomy.

• Align with best practices in service desk operations.

• Carry out tasks with occasional guidance and minimal supervision.

• Stay informed about procedures, training, and certifications pertinent to the role.

• Triage and diagnose incoming tickets effectively.

• Record solutions in tickets to aid future searches.

• Address tickets within SLA or direct them to the relevant department.

• Respond to requests promptly, prioritizing customer satisfaction.

• Create and update the knowledge base, analyzing processes and suggesting improvements.

• Collaborate with resolver teams for joint issue resolution.

• Analyze and evaluate requests to ensure proper resolution or escalation.

⛳️ Requirements

• A completed Bachelor’s degree in Information Systems, Computer Engineering, Information Technology, or related fields.

• 2 to 5 years of experience in technical and systems support.

• Intermediate understanding of databases, networks, and operating systems.

• Familiarity with ticketing and incident management tools.

🏝️ Benefits

• Health plan for you and your dependents (no monthly fee 👀)

• Dental plan for you and your dependents (no monthly fee 👀)

• Meal/Food allowance

• TotalPass

• Emotional health program for you and your dependents

• Life insurance

• Day off during your birthday month

• Scholarship program

• Home office allowance

• Transportation voucher

• Parking assistance

• Flexible hybrid or remote work options