Analista de Suporte (N1/N2)

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.

Requirements

• 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.

Nice To Have

• 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.

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