This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte (N1/N2) based in Brazil.
We are looking for a proactive and analytical IT Support Analyst to provide Level 1 and Level 2 technical support for corporate systems and services. In this role, you will be responsible for investigating, troubleshooting, and resolving incidents and service requests while ensuring system availability and operational continuity. You will work across Linux environments, corporate web applications, networks, authentication systems, integrations, and relational databases. The position offers the opportunity to work with business-critical applications and contribute to efficient IT operations. You will collaborate with different teams to identify root causes, prioritize requests, and deliver effective technical solutions. This is a fully remote opportunity for someone who enjoys problem-solving, continuous learning, and delivering excellent user support.
Accountabilities:
- Handle incidents and service requests related to corporate applications, systems, and IT services.
- Analyze, troubleshoot, and resolve technical issues at Level 1 (N1) and Level 2 (N2), ensuring timely and effective support.
- Investigate application, connectivity, authentication, and integration issues to identify potential root causes.
- Perform technical support activities related to corporate service requests, following established procedures and service-level agreements (SLAs).
- Monitor and analyze application logs, Linux services, and system behavior to support incident resolution.
- Collaborate with internal technical teams and stakeholders to escalate complex issues and ensure service continuity.
- Contribute to continuous improvement by identifying recurring problems and recommending opportunities for process optimization.
- Practical knowledge of Linux operating systems and corporate web applications.
- Basic networking knowledge, including TCP/IP, DNS, VPN, Proxy, and network connectivity troubleshooting.
- Understanding of authentication mechanisms, user profiles, and access management concepts.
- Knowledge of system integrations and relational databases, including basic SQL queries.
- Basic understanding of REST APIs and their role in system communication.
- Experience supporting corporate applications and troubleshooting technical incidents.
- Strong verbal and written communication skills, with a customer-oriented and problem-solving mindset.
- Analytical thinking, logical reasoning, investigation skills, and the ability to work independently.
- Excellent organizational skills, including the ability to manage priorities, meet deadlines, and work according to SLAs.
- Proactivity, adaptability, active listening, teamwork, and a commitment to continuous learning and improvement.
- Ability to work effectively under pressure, particularly in environments with high volumes of support requests.
- Hands-on experience supporting applications developed with PHP/Laravel.
- Experience writing advanced MySQL queries and working with relational databases.
- Knowledge of Linux environments, particularly application log analysis and service troubleshooting.
- Previous experience supporting corporate applications in the telecommunications industry.
- Familiarity with operational management systems and mission-critical environments.
- Knowledge of Azure DevOps, SQL, Power Automate, process automation, or scripting.
- Experience working with Agile methodologies, including Scrum and Kanban.
- Previous experience handling high-volume incident queues and business-critical support operations.
- 100% remote work, offering flexibility to work from anywhere in Brazil.
- Full-time working schedule, Monday to Friday, from 9:00 AM to 6:00 PM.
- Immediate start date.
- Indefinite assignment, offering long-term professional engagement.
- Opportunity to work with corporate applications, Linux infrastructure, integrations, and business-critical systems.
- Exposure to a diverse technical environment and opportunities for continuous professional development.
Requirements:
Nice to Have: