Analista de Suporte Pleno

📋 Description

• Handle and resolve medium-complexity support requests from clients with robust contracts and
• Analyze incoming requests thoroughly, serving as a technical filter to improve first-contact
• Use internal tools and knowledge bases to validate solutions and simulate scenarios, ensuring
• Escalate more complex cases to N2 and N3 support levels, providing detailed preliminary
• Contribute to the continuous improvement of support materials, tutorials, operational workflows
• Monitor ticket SLAs and deadlines, identify potential risks, and take action to maintain service

🎯 Requirements

• Higher education completed or in progress in Information Technology, Information Systems, Computer
• Approximately 2 years of experience as a Support Analyst or in a similar IT support role is
• Practical knowledge of network troubleshooting, including LAN/WAN, VPN, and firewall concepts.
• Familiarity with customer support tools, ticket management platforms, and system monitoring
• Knowledge of Windows and Linux operating systems.
• Proficiency with Google Workspace tools, including Docs, Sheets, and Slides, as well as Microsoft

🎁 Benefits

• Meal allowance.
• Equipment provided for work.
• Home office allowance.
• Health insurance.
• Optional dental insurance.
• Life insurance.