Support Analyst

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

📋 Description

• Deliver first-level support to users by logging, categorizing, and prioritizing tickets in accordance with SLA criteria.

• Address and resolve incidents and requests with low to medium complexity.

• Conduct troubleshooting for ManageEngine and Zoho solutions.

• Ensure proper classification and escalation of tickets to higher support levels (L2).

• Track tickets until resolution, keeping users updated on progress.

• Assist in organizing and maintaining the knowledge base and procedural documentation.

• Adhere to established Service Desk operational processes and standards.

• Contribute to the ongoing enhancement of support and operational procedures.

⛳️ Requirements

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

• Proficient in English for both oral and written communication to support international operations.

• Basic to intermediate knowledge of: Windows 11, Active Directory (user creation, password resets, basic permissions), Networking (TCP/IP, DNS, DHCP).

• Familiarity with Windows Server operating systems.

• Experience with integrations and APIs (strong plus).

• Basic understanding of APIs (REST) and system integrations.

• Ability to comprehend and validate simple API calls (GET/POST).

• Basic knowledge of tools like Postman or similar.

• Fundamental understanding of authentication methods (API Key, Token, etc.).

• Familiarity with the ManageEngine ecosystem and Service Desk tools.

• Knowledge or familiarity with solutions such as: ServiceDesk Plus, Endpoint Central, Analytics Plus, AD Manager, PAM360.

• Basic understanding of ServiceDesk workflows: Incidents, Requests, Service Catalog, SLA.

🏝️ Benefits

• Meal allowance: R$720.00

• Home office allowance: R$100.00

• SulAmérica health plan

• Wellhub