N1 Technical Support Analyst – Mining

Posted 1hrs ago

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Analista de Suporte N1 para software de mineração da FAST2 Mine. Triagem de chamados, diagnóstico de incidentes e análise de dados para clientes.

Provide Level 1 support to ensure the continuous operation and high availability of Fast2Mine solutions at client sites
Serve as the primary operational point of contact for questions, incidents, and requests
Understand the production environment and the daily routines of operators on the plant floor and in Control Rooms (CCO/COI)
Handle and triage Level 1 tickets, meet SLA deadlines, and escalate cases to higher support levels when necessary
Diagnose and resolve operational incidents in systems, relating software behavior to daily mining operations
Analyze data and inconsistencies using Excel, extract records, identify failure patterns, and generate inputs for technical fixes or client reports
Write technical communications and documentation, maintain support histories, and update the knowledge base and manuals
Follow up on critical pending issues with a sense of urgency and keep clients informed of support status through resolution

Completed technical education in Mining, Automation, Information Technology, Electrical Engineering Technology, or related fields
Previous experience or background in the mining industry, especially in field operations, monitoring, or Control Rooms (CCO/COI)
Intermediate proficiency in Microsoft Excel, including analytical formulas, data cross-referencing, and pivot tables
Familiarity with technology, systems logic, and corporate ticketing / ITSM tools
Excellent writing, summarization, and structured logical reasoning skills
Availability for weekend shifts according to the schedule, from 9:00 a.m. to 10:00 p.m. on either Saturday or Sunday
Knowledge of mining or experience working in the mining sector
Knowledge of SQL
English proficiency explicitly listed in the job application profile