Support Analyst I – Franchise Backoffice

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

📋 Description

• Implement the activation and setup of infrastructure hardware and devices in new stores or during renovations.

• Conduct connectivity and equipment functionality assessments and validations prior to store openings.

• Oversee and manage the activation schedule for new stores and infrastructure initiatives.

• Ensure compliance with timelines and maintain coordination with both internal and external teams.

• Provide updates on deployment status, identifying and escalating any discrepancies or scheduling risks.

• Offer technical support for incidents and requests related to store hardware, software, and connectivity issues.

• Carry out preventive and corrective maintenance on operational devices and equipment.

• Maintain up-to-date inventory and technical documentation of store IT infrastructure.

• Suggest and assist in executing enhancements to deployment, management, and infrastructure support processes.

• Contribute to the standardization and modernization of over 4,000 Grupo Boticário points of sale.

⛳️ Requirements

• Completed technical course or pursuing a degree in Systems Analysis and Development, Computer Networks, Information Systems, or related IT disciplines.

• Prior experience in technical support roles or fundamental infrastructure/network administration.

• Basic understanding of Computer Networks (TCP/IP protocols, DNS, DHCP, structured cabling).

• Hands-on experience in configuring and maintaining Windows operating systems (clients and servers).

• Knowledge of Hardware Support (maintenance and troubleshooting of PCs and peripherals).

• Familiarity with ticketing/ITSM tools (e.g., ServiceNow).

• Highly organized and detail-oriented.

• Proactive with a strong sense of urgency.

• Effective interpersonal communication abilities.

• Knowledge of retail-specific equipment and infrastructure (such as POS, TEF, barcode scanners, fiscal/non-fiscal printers) is advantageous.

• Familiarity with ITIL or other IT service management frameworks is a plus.

• Knowledge of Google and Microsoft services is a plus.

• Basic technical certifications like CompTIA A+ or Cisco CCNA are beneficial.

• Experience in developing automations using scripting (PowerShell, Apps Script) is a plus.

• Experience in creating dashboards using Looker Studio is a plus.

• Experience in developing and implementing AI platforms, including the creation of agents and automations, is a plus.

🏝️ Benefits

• Flexible medical and dental coverage options.

• Medication assistance and health allowance for family members.

• Complimentary psychotherapy sessions and 24/7 telemedicine access.

• Continuous mental health care, prevention programs, and vaccination initiatives.

• Meal allowance (or on-site dining) and food allowance (with additional support during Christmas).

• Up to 40% discount on brands within our ecosystem.

• Gympass/TotalPass for fitness facilities and studios.

• Home office allowance for hybrid and remote work arrangements.

• Day off for birthdays.

• Pet health plan, benefits through partner agreements, and travel/accommodation support.

• Extended parental leave (180 days for mothers and 120 days for fathers).

• Support for atypical parents and childcare assistance.

• Assistance with school supplies and child nutrition credits.

• Access to dedicated legal, psychological, and social counseling services.

• Private pension plan and life insurance coverage.

• Bereavement support for loss of parents and payroll-deductible loan options.

• Transportation allowance and parking (depending on the work model).