Full Process and Support Analyst

Quality Digital

. Act as an intermediary between clients and partners, following up on requests and service interactions .

Posted 9/29/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in providing technical support and managing operational processes, with a strong focus on client interaction and ticket resolution. Proficient in handling requests related to operating systems, software, and network issues while ensuring high availability and performance of client platforms.

Highest-signal resume keywords

Windows KnowledgeMicrosoft Office KnowledgeActive Directory KnowledgeITIL CertificationTechnical Support

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Computer NetworksTerminal Server KnowledgeInformation SecurityTicket ManagementPerformance Indicators

Soft Skills

Strong Communication SkillsCollaborationEmpathyLeadership

Tools & Technologies

Microsoft OfficeActive DirectoryTicketing SystemsRemote Support Tools

Certifications & Qualifications

ITIL CertificationMCITP: EAMCSE Certification

Industry Keywords

Technical SupportOperational ControlsUser SupportService Interactions

About the role

Key responsibilities & impact

Act as an intermediary between clients and partners, following up on requests and service interactions
Manage and schedule support tickets
Support administrative and operational processes
Close monthly operational controls and performance indicators
Provide user support by phone, remotely, or on-site
Record incidents for ticket analysis and resolution
Escalate tickets to resolver groups when necessary
Handle tickets related to operating systems, software, hardware, networks, Microsoft Office, databases, printers, and peripherals
Handle technical requests related to services, security, products, and inventories
Provide technical support to ensure high availability and performance of clients’ platforms
Guide and train analysts and users when necessary
Develop and maintain procedures for analysts working in operations

Requirements

What you’ll need

Knowledge of Windows
Knowledge of Microsoft Office
Knowledge of Active Directory
Knowledge of Terminal Server
Knowledge of computer networks
Basic knowledge of information security
A completed university degree is a plus
ITIL certification is a plus
MCITP: EA or MCSE certification is a plus
Strong communication skills
Ability to collaborate effectively with the team
Empathy when interacting with colleagues and clients
Leadership profile

Benefits

Comp & perks

Meal and/or food allowance
Medical and dental insurance
Pharmacy benefits with discounts on medications
Childcare assistance in accordance with the applicable policy
Partnership with SESC, offering a variety of cultural and leisure activities
Partnerships for language and technology studies, as well as access to a course platform
Payroll-deducted loans at attractive rates
Financial education program
Corporate University and learning paths
Referral program with opportunities for awards and bonuses
Group life insurance
An environment conducive to learning and professional growth
Performance reviews and feedback
Monday to Friday, from 8:00 a.m. to 5:00 p.m.
Hybrid work model