Mid-Level Support Analyst

AZ Tecnologia em Gestão

. Handle and resolve moderately complex requests by conducting detailed diagnostics and applying technical solutions in accordance with SLAs.

Posted 10/14/2026full-timeMacapá • BrazilJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and troubleshooting, with a strong focus on network troubleshooting, service desk tools, and user training. Proficient in maintaining SLAs and optimizing operational workflows to enhance user experience and system stability.

Highest-signal resume keywords

Network TroubleshootingService Desk ToolsTicket ManagementMicrosoft Office ProficiencyIT Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network TroubleshootingService Desk ToolsTicket ManagementOperating SystemsNetwork ProtocolsCloud Infrastructure ConceptsInformation Security Best PracticesLAN/WANVPNFirewalls

Soft Skills

User GuidanceProblem SolvingTeam SupportCommunication

Tools & Technologies

Microsoft OfficeGoogle WorkspaceKnowledge BaseSystem Monitoring Tools

Certifications & Qualifications

Microsoft CertifiedITIL Foundation

Industry Keywords

Information TechnologyInformation SystemsComputer NetworksSystems AnalysisDevelopment

Tech Stack

Tools & technologies

LinuxTCP/IP

About the role

Key responsibilities & impact

Handle and resolve moderately complex requests by conducting detailed diagnostics and applying technical solutions in accordance with SLAs.
Analyze incoming requests as a technical 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 diagnoses, technical details, and clear records.
Update and improve tutorials, operational workflows, and knowledge base articles.
Track ticket SLAs and deadlines, flagging risks and maintaining team performance indicators.
Support less experienced colleagues with technical questions and system usage.
Perform availability and functionality tests, demonstrate features, and request installations and updates in testing and production environments.
Identify and report error patterns, system failures, and optimization opportunities.
Coordinate technical visits, refresher training, professional development sessions, and assisted operations for critical processes.
Anticipate issues and reduce errors caused by improper use by promoting user autonomy and security.
Guide users, answer questions, and correct issues to stabilize the system and ensure feature adoption.

Requirements

What you’ll need

At least 2 years of experience as a Junior Support Analyst or in a similar IT role is preferred.
Completed or ongoing higher education in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or a related field.
Knowledge of network troubleshooting, including LAN/WAN, VPN, and firewalls.
Experience with or knowledge of service desk tools, ticket management, and system monitoring.
Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
Basic knowledge of information security and best practices, including password security and phishing awareness.
Knowledge of operating systems, including Windows Server and Linux.
IT certifications, such as Microsoft Certified or ITIL Foundation, are a plus.
Knowledge of network protocols (TCP/IP), topologies, and basic cloud and on-premises infrastructure concepts is a plus.

Benefits

Comp & perks

Meal Allowance
Dental Plan (Optional)
Life Insurance
Birthday Day Off
Gympass
Health Plan
Employee Referral Bonus
Access to Exclusive Partner Benefits
Education Assistance (Galena Platform)