Mid-Level Support Analyst
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Job Description
Analista de Suporte Pleno instalando, configurando e mantendo produtos da NDD, plataforma de gestão e automação tecnológica. Solucionando incidentes, homologando versões e apoiando clientes e parceiros.
Responsibilities:
- Install, configure, and maintain NDD products
- Participate in and/or serve as an instructor for training on NDD products or support tools used for technical analysis
- Handle support tickets, answer questions, and resolve requests or incidents
- Route issues and requests to the Development team through the Service Desk tool
- Consult and publish articles in the knowledge base
- Monitor and/or apply bug fixes in customer environments
- Participate in conferences with partners and customers
- Prepare technical reports related to problem resolution
- Perform version migrations for customers and partners
- Submit requests for feasibility and effort analysis
- Collect evidence for tasks assigned to Senior Analysts or Environment Administrators
- Monitor and assist Support Technicians and Analysts with customer service cases
- Monitor the licensing system
- Validate releases in test environments
- Analyze requests and incidents to create ISSUES or TASKS in TFS
- Track deadlines and escalate the priority of fixes and requests
- Mediate conflicts with customers arising from incidents, SLAs, bugs, or requests
- Organize and participate in daily team meetings
- Provide test environments for new employees, including virtualization environments and analysis tools
- Encourage responses to customer satisfaction surveys
Requirements:
- Experience installing, configuring, and maintaining NDD products
- Experience participating in and/or delivering training on NDD products or support tools used for technical analysis
- Experience handling support tickets involving questions, requests, or incidents, identifying and resolving issues according to established procedures
- Windows and Linux operating systems
- Microsoft Management Console (MMC): Computer Management, Services, Event Viewer, and Internet Information Services (IIS)
- Computer networking, including services, protocols, and layers
- SQL databases
- Remote access to servers using Microsoft Remote Desktop, TeamViewer, VNC, or similar tools
- Task and process management tools, such as Process Explorer, TCPView, Filemon, and PSTools
- Proven experience with NDD Print 360, NDD Print MPS, or Orbix solutions
- Intermediate proficiency in Spanish or English
Benefits:
- Annual Bonus: Up to 3.3 monthly salaries
- Career Development Plan: Feedback-driven culture with 360° performance reviews; internal recognition program and close collaboration with management through regular 1:1 meetings
- NDD with You: Financial education program, psychological guidance, legal counseling, and social support
- Unimed health insurance
- Life insurance
- Flu vaccination support and wellness initiatives
- Meal allowance
- Complimentary coffee and fruit at the office
- Recreation area with leisure facilities, barbecue area, and games
- SESC partnership: access to cultural, educational, and tourism activities
- Educational scholarship
- Language-learning incentives
- Support for participating in industry events
- Certification support
- Transportation allowance
- On-site parking and bicycle parking
- Birthday voucher
- 40-hour workweek
- Flexible working hours
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