IT Support Analyst I – CSTI Focus

Cooperativa Central Ailos

Analista de Suporte de TI focado em ambientes Windows e Microsoft 365, na Central Ailos. Oferece suporte técnico de segundo nível e contribui para a melhoria contínua dos serviços.

Posted 4/29/2026full-timeBlumenau • BrasilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

DNSITSMServiceNow

About the role

Key responsibilities & impact

Provide second-level technical support to users via ITSM tools (such as ServiceNow), telephone (IVR), chatbot and remote access, performing troubleshooting and deeper technical analysis of incidents and requests.
Provide technical support for risks and issues related to Windows environments, personal computing hardware, networks, access and corporate systems.
Perform technical validations, identify root causes, support mitigation of operational risks and contribute to reducing ticket recurrence.
Provide technical guidance to IT assistants, directing support activities, validating solutions and promoting standardization and continuous improvement of support.
Work in domain-joined Windows environments, handling Active Directory, security policies, GPOs, network connectivity and access, performing qualified escalations when necessary.
Monitor critical or recurring tickets, support Incident, Problem and Change processes, and monitor and analyze operational indicators such as SLAs and KPIs, proposing improvements when deviations are identified.
Demonstrate an analytical mindset, a sense of priority, organization and responsibility, maintaining clear, empathetic and professional communication with users, internal areas and technical teams. Contribute to documenting solutions, appropriate use of ITSM tools and consistent application of ITIL, KCS and XLA principles, with focus on user experience and perceived service quality.

Requirements

What you’ll need

Bachelor’s degree in Information Technology or related fields.
ITIL Foundation certification (required).
Solid experience in corporate IT technical support, with second-level support, troubleshooting and assistance to achieve definitive resolution of incidents and requests.
Strong knowledge of Windows environments (Windows 10 and 11) and the Microsoft 365 ecosystem, supporting users, diagnostics and technical remediation.
Advanced skills in troubleshooting hardware, software, operating systems and corporate applications, focusing on root-cause identification and reduction of recurrence.
Familiarity with networks and communication protocols (IP, DNS, gateway), including connectivity diagnostics.
Experience in domain Windows environments, working with Active Directory, access validation, applying GPOs and basic log analysis to support diagnosis and escalation.

Benefits

Comp & perks

Medical insurance – available when you need it
Dental insurance – because we love smiles here
Renascer Program – one life renews another
Meaningful Dates – we value celebrating what matters
Investment in Education – we support you on your learning journey
Results Participation – we build together and celebrate together on Perten-ser day
Individual Development Plan – we value your career ownership
Private pension plan – we like to think about future possibilities
Life insurance – important, of course
Time Together – we recognize those who enjoy being with us
Meal and/or food vouchers – delicious!
Transportation allowance – with no payroll deductions
Childcare/babysitting assistance – because your child deserves a safe, welcoming place

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingWindows environmentsActive DirectoryGPOsnetwork connectivitydiagnosticsroot-cause identificationcorporate applicationscommunication protocols

Soft Skills

analytical mindsetorganizationresponsibilityclear communicationempathetic communicationprofessional communicationprioritizationcontinuous improvementguidancestandardization

Certifications

ITIL FoundationBachelor’s degree in Information Technology