Mid-level Support Analyst
AZ Tecnologia em Gestão
full-time
Posted on:
Location Type: Remote
Location: Brasil
Visit company websiteExplore more
Tech Stack
About the role
- Handle and resolve medium- and high-complexity customer requests for clients with robust contracts and customizations, performing detailed diagnostics and applying technical solutions to ensure continuity and customer satisfaction in accordance with SLAs;
- Thoroughly analyze incoming requests, acting as a strict technical filter to maximize first-contact resolution and avoid unnecessary escalations during intake and investigation of each ticket;
- Use internal tools and the knowledge base to validate solutions and simulate scenarios, ensuring responses to customers are well-founded, secure, and compliant with legislation and contractual processes;
- Escalate very complex tickets to higher support levels, providing detailed preliminary diagnostics, technical context, and clear documentation to expedite resolution;
- Actively contribute to updating and improving support materials and reference systems, proposing and implementing adjustments to tutorials, operational flows, and knowledge base articles on an ongoing basis;
- Proactively monitor SLAs and ticket deadlines, flagging risks and taking action to maintain area KPIs and ensure an excellent customer experience;
- Support less experienced team members with technical questions and system usage, sharing best practices and strengthening the team's collaborative culture and technical level;
- Perform technical activities to ensure system operation and evolution through validation of features and fixes, executing availability and functionality tests, adapting workflows according to administrative needs, demonstrating features and providing qualified technical support to administrator users, as well as formally requesting the responsible team to install/update new versions in staging/production;
- Identify and report error patterns, systemic failures, or optimization opportunities to the product or management teams, contributing to continuous improvement of the company's solution;
- Maintain a highly analytical and organized approach when handling multiple simultaneous requests, with clear prioritization, professional communication, and accurate logging of interactions.
Requirements
- Preferably 2 years' experience as a support analyst or in a similar IT role.
- Good written and verbal communication
- Knowledge of network troubleshooting (LAN/WAN, VPN, Firewall)
- CRM systems and/or ticketing tools (e.g., Jira, HubSpot, Salesforce, Zendesk, Freshdesk)
- Proficiency in Microsoft Office (Word, Excel, PowerPoint)
- Knowledge of Google Workspace (Docs, Sheets, Slides)
- Operating systems (Windows and Linux)
- Basic knowledge of information security and best practices (passwords, phishing)
- Bachelor's degree completed or in progress in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or related fields
Benefits
- Transportation allowance
- Health insurance
- Access to exclusive partner benefits
- Gympass
- Meal or food allowance
- Dental plan (optional)
- Birthday day off
- Spanish language assistance
- Referral bonus
- Life insurance
- English language assistance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
network troubleshootingLANWANVPNFirewallinformation securitysystem operationavailability testingfunctionality testingtechnical diagnostics
Soft skills
communicationanalytical skillsorganizational skillscollaborationproblem-solvingprioritizationcustomer satisfactionteam supportdocumentationcontinuous improvement