Senior Support Analyst – L1/L2

FCamara Consulting & Training

Senior Service Desk Analyst providing technical resolution for critical corporate environments remotely. Collaborating with teams to ensure operational stability and process improvement in support.

Posted 7/22/2026full-timeRemote • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in high-complexity technical support, incident resolution, and automation within corporate environments. Proficient in diagnosing network issues and supporting critical business applications while ensuring a high level of user experience.

Highest-signal resume keywords

ServiceNowTechnical SupportWindows AdministrationLAN/WLAN/WAN/SD-WAN/VPN DiagnosisITIL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResolutionProblem ResolutionScripting (PowerShell, Batch, Python)Technical AnalysisConnectivity AnalysisRoot Cause AnalysisSupport for ERP SystemsSupport for POS SystemsSupport for Microsoft 365Knowledge of Active Directory

Soft Skills

Analytical SkillsCommunication SkillsOrganizational SkillsProactivityResults-Oriented

Tools & Technologies

ITSM ToolsServiceNowKnowledge Base ManagementAutomation Tools

Industry Keywords

Corporate SystemsHigh-Complexity SupportIncident ManagementProblem ManagementChange Management

Tech Stack

Tools & technologies

DNSERPITSMPythonServiceNowTCP/IP

About the role

Key responsibilities & impact

Provide high-resolution remote support via chat, phone and the ServiceNow portal.
Support corporate users, distribution centers, stores and remote/home office teams.
Ensure a high First Call Resolution rate, delivering an excellent user experience.
Diagnose and resolve high-complexity incidents related to corporate systems and critical applications.
Work on problem resolution involving POS/front-of-store systems, billing, shipping/dispatch, logistics inventory and other business systems.
Perform in-depth technical analyses to identify systemic failures and rapidly restore services.
Diagnose issues related to network infrastructure, including LAN, WLAN, WAN, SD-WAN and VPN environments.
Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications.
Perform connectivity analyses and validate integrations between systems and devices.
Develop scripts and automation routines to optimize recurring operational tasks.
Identify opportunities to improve support processes and propose solutions that increase operational efficiency.
Support standardization and automation initiatives for support operations.
Create, review and maintain technical articles in the Knowledge Base.
Document procedures, workarounds and best practices for sharing across teams.
Share technical knowledge and support the training of other analysts.
Conduct Root Cause Analyses for recurring incidents.
Contribute to the permanent elimination of failures, reducing recurrence and increasing environment stability.
Monitor support performance and quality indicators, proposing corrective actions when necessary.

Requirements

What you’ll need

Education: Bachelor's degree completed or in progress in Computer Science, Information Systems, Computer Networks, Computer Engineering or related fields.
Solid experience in Service Desk, Service Support or high-complexity Technical Support.
Experience in mission-critical corporate environments with high volumes of support requests.
Experience with ITSM tools, preferably ServiceNow.
Experience analyzing and resolving incidents in distributed environments.
Administration of Windows environments and Microsoft 365.
Diagnosis of issues in LAN, WLAN, WAN, SD-WAN and VPN networks.
Knowledge of Active Directory, DNS, DHCP and TCP/IP.
Support for critical corporate systems (ERP, POS, logistics, billing, inventory and business applications).
Knowledge of PowerShell, Batch, Python or other scripting languages for automation will be considered a plus.
Knowledge of ITIL and Incident, Problem and Change Management processes.
Excellent analytical and troubleshooting skills.
Investigative mindset focused on permanent problem resolution.
Good communication skills and ability to interact with different audiences.
Organizational skills, a sense of priorities and autonomy.
Ability to perform under pressure in critical environments.
Proactivity and focus on continuous improvement.
Results-oriented with a strong focus on user experience.

Benefits

Comp & perks

Position also open to candidates with disabilities (PwD)