Support Analyst, Level 1

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

📋 Description

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

• Address incidents and requests that range from low to medium complexity.

• Conduct troubleshooting for ManageEngine and Zoho solutions.

• Ensure appropriate classification and escalation of tickets to higher support levels (Level 2).

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

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

• Follow established Service Desk processes and operational standards.

• Participate in the ongoing enhancement of support and operational processes.

⛳️ Requirements

• Educational and technical background.

• Bachelor's degree completed or in progress in Information Technology, Information Systems, Engineering, or related disciplines.

• Proficient in English for both oral and written communication to facilitate international interactions.

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

• Experience with Integrations and APIs is an Important Advantage.

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

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

• Basic familiarity with tools like Postman or similar alternatives.

• Foundational knowledge of authentication methods (API Key, Token, etc.).

• Understanding of the ManageEngine ecosystem and Support Tools.

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

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

🏝️ Benefits

• Meal allowance: R$720.00.

• Home office allowance: R$100.00.

• SulAmérica Health Plan.

• Wellhub.