Support IT Analyst

Support IT Analyst

São Paulo, Brazil

The Support Analyst II is responsible for providing technical support to internal and external customers, focusing on point-of-sale systems, ERP applications, and related technologies. This role ensures system stability and operational efficiency by resolving incidents, supporting users, and collaborating with cross-functional teams.

Responsibilities:

• Respond to and resolve technical support tickets related to systems and applications


• Perform troubleshooting, diagnostics, and remote or onsite support when required


• Manage incidents, bugs, and system integration issues


• Support users with system functionalities, configurations, and processes


• Assist with system parameterization and configuration of modules


• Document tickets, procedures, and solutions within ITSM tools such as ServiceNow


• Collaborate with development, infrastructure, and operations teams


• Perform validation testing after system updates or fixes


• Identify and propose process improvements and automation opportunities


• Support software installation, updates, and maintenance

More about you:

• Degree in Information Technology, Business Administration, or related field


• Experience supporting point-of-sale (POS) systems and ERP solutions


• Knowledge of MS SQL Server for queries and analysis


• Strong troubleshooting and technical support experience


• Ability to diagnose issues and implement effective solutions


• Strong communication skills and ability to support users across different levels

Nice to have:

• Experience with system integrations (API/EDI)


• Experience with Service Desk tools (ServiceNow, Zendesk, Jira)


• ITIL, MCP, or MCSA certifications


• Intermediate English

PLEASE SUBMIT RESUMES IN ENGLISH