Tecla T

Mid-level IT Support Analyst

Tecla T

full-time

Posted on:

Location Type: Hybrid

Location: Goiânia • Brazil

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About the role

  • Provide support to users by configuring and performing basic maintenance on equipment, administering systems (users, permissions and records), triaging tickets for the support team, and supervising IT Support interns, daily.
  • Support users by guiding them on the use of systems and tools, logging and tracking requests to ensure continuity of operations, daily.
  • Triage tickets by analyzing and prioritizing requests, resolving incidents and escalating cases that require technical analysis to the support/development team to ensure SLA compliance, daily.
  • Prepare and deliver IT equipment by configuring workstations, installing standard software and applying adjustments to provide employees with ready-to-use resources as needed.
  • Perform basic equipment maintenance—conducting checks, repairs and component replacements—to maintain usability and reduce downtime, weekly.
  • Administer systems and access by creating users, configuring workflows, adjusting permissions and maintaining records according to defined procedures to ensure access control and security, daily.
  • Manage IT assets by keeping inventory up to date, recording allocations per employee and controlling movements to ensure traceability and asset compliance, as required.
  • Support the procurement process for equipment and supplies by gathering requirements, obtaining quotes, consolidating requests and submitting them for manager approval to meet infrastructure needs predictably, as required.
  • Maintain and improve the IT knowledge base by documenting workflows, procedures, known issues and applied solutions to standardize support and reduce repeat incidents, weekly.
  • Produce technical and operational reports by consolidating metrics, analyses and delivery statuses according to defined standards to support team and management monitoring and decision-making, as requested.
  • Supervise IT Support interns by guiding routines, distributing tasks and reviewing tickets and records to ensure quality and standardization of support, daily.
  • Other related activities.

Requirements

  • Higher education (in progress or completed) in: Computer Technician; Information Systems; Software Engineering; or Systems Analysis and Development.
  • High discretion and integrity are essential requirements for the role.
  • Experience in administrative environments with contact with suppliers and/or clients (including telephone contact).
  • Proven knowledge in configuring computers and peripherals (network, printers, audio/video), Microsoft Office/Microsoft 365, basic equipment maintenance (diagnosis and replacement of peripherals/simple components) and ticket management routines (triage, prioritization and queue organization).
  • Minimum of 2 years of IT support experience, logging and following up tickets to completion, performing triage and escalation with evidence, administering access (users/permissions/passwords), and performing basic equipment maintenance and configuration.
  • Relevant metrics include: completed deliveries, re-open rate, rework during review, downtime, support response time and customer satisfaction survey.
  • Expected behavioral profile: curiosity, proactivity, organization, responsibility, assertive communication, teamwork and adaptability. A consistent focus on performance and quality of deliveries is expected, evidenced by metrics such as completed deliveries, cycle time, re-open rate, rework during review, meeting support deadlines and defect rate per delivery. Organization and responsibility regarding deadlines and delivery quality are required, along with clear, assertive and respectful communication, collaboration with the team and adaptability to handle different demands.
Benefits
  • Bonus based on company targets and results (to be agreed).
  • Health plan – Unimed with copayment.
  • Meal allowance (VA): R$ 20.00/day.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT supportticket managementequipment maintenancecomputer configurationperipheral diagnosisMicrosoft OfficeMicrosoft 365user administrationworkflow configurationtechnical reporting
Soft skills
curiosityproactivityorganizationresponsibilityassertive communicationteamworkadaptabilityintegrityquality focusperformance orientation