Support Analyst

ACS Pro

Support Analyst working remotely to assist users with ManageEngine and Zoho solutions. Responsible for incident management and troubleshooting in a dynamic tech environment.

Posted 5/19/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

Tech Stack

Tools & technologies

DNSTCP/IP

About the role

Key responsibilities & impact

Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria
Work on resolving incidents and requests of low to medium complexity
Perform troubleshooting on ManageEngine and Zoho solutions
Ensure correct classification and escalation of tickets to higher support levels (L2)
Monitor tickets through to resolution, keeping users informed of progress
Assist with organizing and maintaining the knowledge base and procedural documentation
Follow defined Service Desk operational processes and standards
Contribute to continuous improvement of support and operational processes

Requirements

What you’ll need

Bachelor's degree completed or in progress in Information Technology, Information Systems, Engineering, or related fields
English for oral and written communication to support international operations
Basic to intermediate knowledge of: Windows 11, Active Directory (user creation, password resets, basic permissions), Networking (TCP/IP, DNS, DHCP)
Familiarity with Windows Server operating systems
Integrations and APIs (strong plus)
Basic knowledge of APIs (REST) and system integrations
Ability to understand and validate simple API calls (GET/POST)
Basic knowledge of tools such as Postman or similar
Basic understanding of authentication methods (API Key, Token, etc.)
ManageEngine ecosystem and Service Desk tools
Knowledge or familiarity with solutions such as: ServiceDesk Plus, Endpoint Central, Analytics Plus, AD Manager, PAM360
Basic understanding of ServiceDesk workflows: Incidents, Requests, Service Catalog, SLA

Benefits

Comp & perks

Meal allowance: R$720.00
Home office allowance: R$100.00
SulAmérica health plan
Wellhub

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingWindows 11Active DirectoryNetworkingAPIsRESTAPI callsauthentication methodsServiceDesk workflowsticket management

Soft Skills

communicationorganizationproblem-solvingcustomer supportcollaborationattention to detailtime managementadaptabilitycontinuous improvementdocumentation

Certifications

Bachelor's degree in Information TechnologyBachelor's degree in Information SystemsBachelor's degree in Engineering