Technical Support Analyst I
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Job Description
Analista de suporte técnico monitorando ambientes, tratando incidentes e implementando melhorias. Atuação remota na TIVIT, multinacional brasileira de soluções digitais.
Responsibilities:
- Manage technical environments, provide technical consulting, handle incidents and requests, and implement new environments
- Provide support through chat, telephone, and email channels
- Participate in alignment meetings with leadership and the team
- Proactively monitor customers’ transactional environments
- Investigate deviations in the behavior of hardware, software, and application environments, working toward stabilization
- Process and manage incident records
- Identify, plan, and implement improvements to environments
- Document environment management activities
- Perform environment acceptance testing
- Conduct contingency tests
- Execute proactive checklists to identify potential future issues
- Keep systems and patches updated to N-1, subject to customer approval
- Contribute to the knowledge base used by other analysts
- Ensure that customers’ required documentation is maintained and kept up to date
- Work in accordance with ITIL best practices
- Track area performance indicators and metrics
Requirements:
- University degree or technical qualification in Technology
- Six months of experience as a Level 1 (N1) Analyst
- Microsoft Office
- Knowledge of operating systems
- Knowledge of network environments
- Knowledge of ticket management tools, such as ServiceNow (preferred)
- Knowledge of remote communication platforms, such as Teams and Zoom (preferred)
- Teamwork
- Empathy and emotional intelligence
- Effective communication
- Organization and self-discipline
- Results-oriented mindset
- Proactivity
- Patience and frustration tolerance
- Responsibility and reliability
- Flexibility and adaptability
Benefits:
- Meal or food allowance
- Medical and dental insurance
- Pharmacy benefits program (discounts on medication purchases)
- Life insurance
- Gym membership benefit
- Career acceleration program
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