Technical Support Analyst, Mid-Level

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

📋 Description

• Manage and resolve technical infrastructure support tickets, ensuring adherence to quality standards and compliance with established SLAs.

• Evaluate, diagnose, and troubleshoot incidents associated with operating systems, networks, access, and infrastructure services.

• Oversee user management, permissions, and access controls.

• Assist in identifying and resolving recurring issues, thereby enhancing environment stability.

• Document technical procedures and solutions comprehensively.

• Collaborate with fellow Infrastructure professionals to drive improvements and automation initiatives.

• Aid in the identification and remediation of vulnerabilities impacting the environments under the team's oversight.

⛳️ Requirements

• Prior experience in IT technical support.

• Proficiency in Windows and Linux operating systems.

• Experience in user, group, and permissions management.

• Understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.

• Familiarity with ticketing and incident management tools.

• Capability to investigate technical issues, identify root causes, and recommend solutions.

• Strong communication and organizational abilities, with the capacity to work effectively in a team environment.

• Knowledge of virtualized environments, such as VMware or Hyper-V, is advantageous.

• Familiarity with cloud infrastructure, preferably AWS, is a bonus.

• Understanding of shell scripting for task automation is a plus.

• Knowledge of Terraform and Ansible is advantageous.

• Familiarity with Kubernetes is a benefit.

• Experience in monitoring infrastructure environments and applications is a plus.

• Knowledge of ITIL processes, along with incident and problem management, is a plus.

• Understanding of information security and vulnerability management is beneficial.

🏝️ Benefits

• 100% remote work.

• Working hours from 1:00 p.m. to 10:00 p.m.

• Inclusive, purpose-driven environment.

• Opportunities for professional growth and an exceptional career.

• An environment that supports balancing career aspirations with personal commitments and interests.

• Well-being programs.

• Experian Life.

• Equal opportunity and affirmative action.