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 (N1/N2 — Resolutivo Noturno) based in Brazil.
This role is designed for a senior support professional who thrives in complex technical environments and enjoys solving critical challenges. You will act as a key point of contact for enterprise users, ensuring operational stability across distributed environments. The position combines advanced troubleshooting, incident management, automation initiatives, and continuous improvement. You will work with business-critical applications, infrastructure components, and support processes that directly impact user experience. The ideal candidate is analytical, proactive, and passionate about delivering definitive solutions rather than temporary fixes. This is an opportunity to contribute to a high-performance support operation focused on reliability, efficiency, and innovation.
Accountabilities:
The professional will be responsible for providing advanced technical support and ensuring the stability of critical systems and environments through effective troubleshooting, incident management, and continuous improvement initiatives.
- Provide high-resolution remote support through chat, phone, and ITSM platforms, assisting corporate users, distribution centers, stores, and remote teams.
- Diagnose and resolve complex incidents involving business-critical applications, including point-of-sale systems, billing, logistics, inventory, and enterprise platforms.
- Perform advanced troubleshooting across infrastructure and connectivity environments, including LAN, WLAN, WAN, SD-WAN, and VPN.
- Collaborate with specialized technical teams to resolve infrastructure, telecommunications, and system integration issues.
- Develop scripts and automation routines using technologies such as PowerShell, Batch, Python, or similar tools to improve operational efficiency.
- Create, update, and maintain technical documentation, knowledge base articles, procedures, and troubleshooting guides.
- Conduct root cause analysis for recurring incidents and contribute to permanent solutions that improve service reliability.
- Monitor support performance indicators and recommend improvements to processes, workflows, and service quality.
- Share technical knowledge with other analysts and support the continuous development of the team.
Requirements:
The ideal candidate should have strong experience in technical support, incident resolution, and enterprise IT environments, combined with excellent analytical skills and a customer-focused mindset.
- Bachelor’s degree completed or in progress in Computer Science, Information Systems, Computer Networks, Computer Engineering, or related fields.
- Solid experience in Service Desk, Service Support, or advanced technical support roles.
- Experience supporting mission-critical corporate environments with high volumes of users and incidents.
- Hands-on experience with ITSM tools, preferably ServiceNow.
- Strong knowledge of Windows environments and Microsoft 365 administration.
- Experience troubleshooting networks, including LAN, WLAN, WAN, SD-WAN, VPN, TCP/IP, DNS, DHCP, and Active Directory.
- Knowledge of enterprise applications such as ERP, POS, logistics, billing, inventory, and business systems.
- Understanding of ITIL concepts and incident, problem, and change management processes.
- Strong troubleshooting, analytical thinking, and root cause analysis capabilities.
- Ability to work independently, prioritize tasks, and perform effectively under pressure.
- Excellent communication skills with the ability to interact with technical and non-technical audiences.
- Experience with automation, knowledge management, or large-scale retail/logistics environments will be considered a plus.
- Certifications such as ITIL Foundation, Microsoft, CompTIA, or Cisco are desirable.
Benefits:
- Remote work model.
- Opportunity to work with complex and mission-critical technology environments.
- Professional growth opportunities through exposure to diverse technical challenges.
- Collaborative environment focused on knowledge sharing and continuous improvement.
- Access to development initiatives and training opportunities.
- Possibility to contribute to automation and innovation projects within the support operation.
- Experience working with large-scale corporate systems and distributed environments.
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