Junior IT Support Analyst
Synergie Consulting
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
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Job Level
About the role
- Provide initial support via phone, portal, email, or ticketing system.
- Guide users on opening and tracking tickets.
- Resolve low-complexity questions and incidents related to systems, hardware, and software.
- Accurately log, classify, and document tickets.
- Meet SLA and average handling time (AHT) targets under guidance.
- Perform remote access when authorized.
- Support basic installation and configuration of systems, applications, and equipment.
- Assist in creating, granting, and resetting user access in accordance with security policies.
- Escalate higher-complexity issues to senior support levels.
- Participate in technical, behavioral, and process training.
Requirements
- Basic knowledge of operating systems, hardware, networking, and user support.
- Good verbal and written communication skills.
- Organized and disciplined to follow processes.
- Basic knowledge of Cloud technologies.
- Familiarity with middleware such as WildFly and GlassFish.
- Knowledge of system-to-system communication capable of interacting across different software and platforms to exchange data and services efficiently.
- Understanding of communication between internal and external networks.
- Creation and provisioning of user access.
- Creation of corporate email accounts.
- Desired/Optional requirements:
- Familiarity with ERP systems, advanced cloud concepts, and ITSM tools.
- ITIL Foundation certification (or in progress).
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operating systemshardwarenetworkinguser supportCloud technologiesmiddlewareWildFlyGlassFishsystem-to-system communicationITSM tools
Soft skills
verbal communicationwritten communicationorganizational skillsdisciplineprocess adherence
Certifications
ITIL Foundation