Mid-Level Support Analyst

AZ Tecnologia em Gestão

. Provide technical support to clients with moderately complex environments, contracts, and robust customizations .

Posted 10/31/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support, network troubleshooting, and customer service, ensuring SLA compliance and service continuity. Proficient in using support tools and knowledge bases to optimize problem resolution and enhance operational workflows.

Highest-signal resume keywords

Technical SupportNetwork TroubleshootingCustomer Support ToolsIT CertificationsWindows And Linux Operating Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network TroubleshootingTicket ManagementSystems MonitoringGoogle WorkspaceMicrosoft OfficeTCP/IP ProtocolsCloud Infrastructure ConceptsOn-Premises Infrastructure ConceptsInformation Security Best PracticesOperational Workflows

Soft Skills

Professional CommunicationPrioritizationDocumentation

Certifications & Qualifications

Microsoft CertifiedITIL Foundation

Industry Keywords

Service Level AgreementTechnical TriageError PatternsSystemic FailuresPerformance Indicators

Tech Stack

Tools & technologies

LinuxTCP/IP

About the role

Key responsibilities & impact

Provide technical support to clients with moderately complex environments, contracts, and robust customizations
Diagnose requests and implement technical solutions to ensure service continuity, customer satisfaction, and SLA compliance
Analyze requests as a technical triage filter to optimize first-contact resolution
Use internal tools and the knowledge base to validate solutions and simulate scenarios
Escalate complex tickets to N2 and N3 support teams with detailed diagnoses and records
Update and improve tutorials, operational workflows, and knowledge base articles
Monitor SLAs and deadlines, flag risks, and maintain departmental performance indicators
Support junior colleagues with technical questions and system usage
Identify and report error patterns, systemic failures, and optimization opportunities
Prioritize multiple requests, maintain professional communication, and accurately document interactions

Requirements

What you’ll need

Two years of experience as a support analyst or in a similar IT role is preferred
Knowledge of network troubleshooting (LAN/WAN, VPN, firewall)
Experience with or knowledge of customer support tools, ticket management, and systems monitoring
Knowledge of Google Workspace (Docs, Sheets, Slides)
Knowledge of Windows and Linux operating systems
Knowledge of Microsoft Office (Word, Excel, PowerPoint)
IT certifications (e.g., Microsoft Certified, ITIL Foundation) are a plus
Knowledge of network protocols (TCP/IP), topologies, and basic cloud and on-premises infrastructure concepts is a plus
Familiarity with information security and best practices is a plus
Completed or ongoing higher education in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or a related field

Benefits

Comp & perks

Meal allowance
Work equipment
Access to exclusive partner offers
Gympass
Employee referral bonus
Dental plan (optional)
Life insurance
Birthday day off
Home office allowance
Health insurance
Education assistance (Galena platform)