Mid-Level Support Analyst

KFC Brasil

. Handle and resolve technical incidents involving POS (point-of-sale) systems, KDS (kitchen display systems), self-service kiosks, printers, and store network connectivity.

Posted 10/23/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in providing N1/N2 technical support for POS systems, KDS, and network connectivity, while ensuring adherence to ITIL best practices and effective incident resolution. Strong communication skills facilitate collaboration with store managers and technical support vendors to enhance operational efficiency.

Highest-signal resume keywords

N1/N2 Technical SupportPOS System TroubleshootingTicket Management (ITSM) ToolsITIL Best PracticesNetwork Connectivity Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Remote DiagnosticsIncident ResolutionTechnical DocumentationWindows Operating SystemsMicrosoft Intune

Soft Skills

Strong Communication SkillsGuidance and Support

Industry Keywords

Retail BusinessService Desk EnvironmentsFast-Food Operations

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Handle and resolve technical incidents involving POS (point-of-sale) systems, KDS (kitchen display systems), self-service kiosks, printers, and store network connectivity.
Triage, analyze, and prioritize tickets based on the impact of incidents on store operations.
Engage, guide, and follow up with on-site technical support vendors, ensuring that issues are addressed through to resolution.
Record support interactions, update incident histories, and monitor response and resolution times in accordance with established SLAs.
Investigate recurring failures, contributing to the identification of improvements and the reduction of operational impact.
Document technical procedures, applied solutions, and guidance in the knowledge base to support standardized service delivery.
Monitor open tickets and keep the relevant teams informed of progress.
Support the ongoing availability of technology equipment and systems used in stores.

Requirements

What you’ll need

1–2 years of experience providing N1/N2 technical support to stores, retail businesses, restaurants, or Service Desk environments.
Knowledge of remote diagnostics and incident resolution involving POS equipment, printers, and network connectivity.
Experience with ticket management (ITSM) tools.
Strong communication skills and the ability to assist and guide store managers in resolving technical issues.
Availability to work scheduled shifts as required by business operations.
Previous experience in restaurants or fast-food operations.
Familiarity with networks, Windows operating systems, and Microsoft Intune.
Knowledge of ITIL and IT service management best practices.

Benefits

Comp & perks

Transportation allowance
Medical insurance
Dental insurance
Life insurance
Pharmacy benefit
TotalPass
Profit Sharing and Results-Based Bonus (PLR)
KFCares: Health and well-being program for employees and their families, including psychological support, 24/7 medical consultations, nutrition services, legal and financial guidance, psychosocial support, and parental benefits.
Open English: Special terms available exclusively to our employees.
iFood Benefits (meal and food allowances)
Work model: Hybrid