This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Suporte Sênior based in Brazil.
This role is designed for an experienced IT support professional who will act as a technical reference in the management and resolution of complex corporate incidents.
You will provide high-level remote support for critical business systems, ensuring operational stability across distributed environments.
The position combines advanced troubleshooting, infrastructure analysis, automation initiatives, and continuous improvement practices.
You will work closely with specialized teams to resolve challenging technical issues and improve service reliability.
The role offers the opportunity to contribute to knowledge management, process optimization, and a stronger user experience.
You will join a collaborative technology environment where technical expertise, problem-solving, and innovation are highly valued.
Accountabilities:
The Senior Support Analyst will be responsible for ensuring the availability and performance of critical business environments through advanced technical support, proactive problem-solving, and continuous service improvement. The role requires strong analytical skills, ownership of incidents, and the ability to collaborate with multiple teams to deliver effective solutions.
- Provide advanced remote support through chat, phone, and ITSM platforms, assisting corporate users, distribution centers, stores, and remote teams.
- Troubleshoot and resolve complex incidents involving business applications, operational systems, point-of-sale platforms, billing, logistics, inventory, and other critical solutions.
- Perform in-depth technical investigations to identify root causes, restore services quickly, and prevent recurring issues.
- Diagnose connectivity and infrastructure problems across LAN, WLAN, WAN, SD-WAN, and VPN environments.
- Collaborate with specialized infrastructure and telecommunications teams to resolve complex technical challenges.
- Develop scripts and automation routines using tools such as PowerShell, Batch, Python, or similar technologies to improve operational efficiency.
- Identify opportunities to optimize support processes, standardize procedures, and increase service effectiveness.
- Create, update, and maintain technical documentation, knowledge base articles, troubleshooting guides, and operational procedures.
- Conduct root cause analysis for recurring incidents and contribute to long-term improvements in system stability.
- Monitor service quality indicators and recommend corrective actions to improve user satisfaction and operational performance.
Requirements:
The ideal candidate is a technically skilled support professional with experience handling complex IT environments, strong troubleshooting capabilities, and a proactive approach to continuous improvement. This position requires a combination of infrastructure knowledge, service management expertise, and excellent communication skills.
- Bachelor’s degree completed or in progress in Computer Science, Information Systems, Computer Networks, Computer Engineering, or related fields.
- Solid experience in Service Desk, Technical Support, or Service Support roles involving complex corporate environments.
- Proven experience managing high-volume support operations and mission-critical systems.
- Experience with ITSM tools, preferably ServiceNow or similar platforms.
- Strong knowledge of Windows environments and Microsoft 365 administration.
- Experience troubleshooting LAN, WLAN, WAN, SD-WAN, VPN, TCP/IP, DNS, and DHCP issues.
- Knowledge of Active Directory and enterprise user management.
- Experience supporting business-critical applications such as ERP, POS, logistics, billing, inventory, and operational platforms.
- Familiarity with ITIL practices and Incident, Problem, and Change Management processes.
- Strong analytical thinking, troubleshooting mindset, and ability to perform root cause analysis.
- Excellent communication skills and ability to interact with different technical and business audiences.
- Ability to prioritize tasks, work independently, and perform effectively in high-pressure environments.
- Experience with automation, scripting, or knowledge management initiatives is a plus.
- Certifications such as ITIL Foundation, Microsoft, CompTIA, or Cisco are considered advantageous.
- Previous experience in retail, logistics, or large-scale operational environments is a strong differentiator.
Benefits:
- Remote work model with flexibility to support work-life balance.
- Opportunity to work in a technology-driven environment with complex and impactful projects.
- Continuous learning opportunities through training programs, communities, and professional development initiatives.
- Support for technical growth and knowledge-sharing practices.
- Inclusive workplace culture focused on diversity, respect, and collaboration.
- Opportunity to work alongside multidisciplinary technology teams.
- Participation in initiatives focused on innovation, process improvement, and career development.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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