Support Analyst

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

📋 Description

• Deliver first-tier support to users.

• Identify and resolve access issues, usability concerns, and fundamental functionality errors.

• Offer guidance and basic training on utilizing the portal effectively.

• Maintain detailed records of incidents and solutions within the Help Desk/Service Desk system.

• Elevate tickets to higher support tiers when appropriate and ensure thorough follow-up.

• Enhance the knowledge base by creating informative articles and FAQs.

⛳️ Requirements

• Bachelor's degree.

• Experience in system support and maintenance.

• Proficiency in troubleshooting across different levels: Level 1 – Configuration, Level 2 – Performance, and Level 3 – Interoperability.

• Background in implementing enhancements for legacy applications and systems.

• Knowledge of Agile methodologies (Scrum, Kanban, Squads, etc.).

• Conduct downloads, installations, configurations, tuning, and maintenance of tools and components utilized by deployed applications and systems.

• Address issues pertaining to products, components, applications, developed systems, and post-deployment support.

• Assist with infrastructure migration and setup for the installation, configuration, parameterization, integration, and testing of developed systems.

🏝️ Benefits

• Health insurance;

• Dental insurance;

• Life insurance;

• Childcare assistance;

• Transportation allowance;

• Meal allowance;

• Wellhub (Gympass);

• Benefits club.