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FCamara Consulting & Training

Senior Support Analyst, L1/L2 – Resolution-focused

FCamara Consulting & Training

Senior Service Desk Analyst providing high complexity remote support for corporate users and critical systems. Focused on operational stability and continuous improvement in support processes.

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

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in high-complexity technical support, incident resolution, and process optimization within corporate environments. Proficient in troubleshooting network and system issues while ensuring excellent user experience and operational efficiency.

Highest-signal resume keywords
Service Desk ExperienceITSM Tools (ServiceNow)Windows AdministrationNetwork Troubleshooting (LAN, WLAN, WAN, SD-WAN, VPN)Scripting Languages (PowerShell, Python)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical SupportIncident ResolutionRoot Cause Analysis (RCA)System Integration ValidationAutomation Routines DevelopmentActive DirectoryDNSDHCPTCP/IPERP Systems Support
Soft Skills
CollaborationUser Experience FocusKnowledge SharingTraining and Development
Tools & Technologies
ServiceNowMicrosoft 365
Industry Keywords
ITILIncident ManagementProblem ManagementChange ManagementHigh Ticket Volumes

Tech Stack

Tools & technologies
DNSERPITSMPythonServiceNowTCP/IP

About the role

Key responsibilities & impact
  • Provide high-resolution remote support via chat, phone and the ServiceNow portal.
  • Serve corporate users, distribution centers, retail 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.
  • Troubleshoot issues involving point-of-sale (POS) systems, billing, dispatch/shipping, logistics inventory and other business systems.
  • Perform in-depth technical analyses to identify systemic failures and restore services quickly.
  • Diagnose infrastructure and network issues across LAN, WLAN, WAN, SD-WAN and VPN environments.
  • Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications.
  • Conduct 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.
  • 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 and development of other analysts.
  • Perform Root Cause Analysis (RCA) for recurring incidents.
  • Contribute to permanent elimination of faults, reducing recurrence and improving environment stability.
  • Monitor support performance and quality indicators, proposing corrective actions when necessary.

Requirements

What you’ll need
  • Bachelor's degree completed or in progress in Computer Science, Information Systems, Computer Engineering or related fields.
  • Solid experience in Service Desk, Service Support or high-complexity Technical Support roles.
  • Experience in mission-critical corporate environments with high ticket volumes.
  • Experience with ITSM tools, preferably ServiceNow.
  • Experience analyzing and resolving incidents in distributed environments.
  • Administration of Windows environments and Microsoft 365.
  • Troubleshooting network issues in LAN, WLAN, WAN, SD-WAN and VPN environments.
  • Knowledge of Active Directory, DNS, DHCP and TCP/IP.
  • Support experience with critical corporate systems (ERP, POS, logistics, billing, inventory and business applications).
  • Knowledge of PowerShell, Batch, Python or other scripting languages for automation is a plus.
  • Familiarity with ITIL and Incident, Problem and Change Management processes.

Benefits

Comp & perks
  • Specialized Service and Support
  • Advanced Troubleshooting
  • Infrastructure and Connectivity
  • Automation and Continuous Improvement
  • Knowledge Management
  • Problem Analysis