Support Analyst, Level 1

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🕒 March 28

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ACS Pro

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🔒 Cybersecurity

SaaS • Enterprise • Cybersecurity

ACS Pro is a Brazilian IT solutions and consulting company that partners with ManageEngine and Zoho to provide SaaS-based IT management, security, and automation tools and services to businesses. They offer identity and access management, privileged access control, unified endpoint management, patching, IT service management (ITSM), observability, SIEM/log management, and Zoho business applications, along with implementation, customization, and support to help organizations improve security, compliance, and operational efficiency.

📋 Description

• Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria • Work on resolving incidents and requests of low to medium complexity • Perform troubleshooting on ManageEngine and Zoho solutions • Ensure correct classification and escalation of tickets to higher support levels (Level 2) • Monitor tickets through to resolution, keeping users informed of progress • Assist in organizing and maintaining the knowledge base and procedural documentation • Adhere to defined Service Desk processes and operational standards • Contribute to continuous improvement of support and operational processes

🎯 Requirements

• Education and technical background • Bachelor's degree completed or in progress in Information Technology, Information Systems, Engineering, or related fields • English for oral and written communication to support international interactions • Basic to intermediate knowledge of: Windows 11, Active Directory (user creation, password resets, basic permissions), Networking (TCP/IP, DNS, DHCP), basic Windows Server operating system concepts • Integrations and APIs (Important Advantage) • Basic understanding of APIs (REST) and system integrations • Ability to understand and validate simple API calls (GET/POST) • Basic knowledge of tools such as Postman or equivalents • Basic knowledge of authentication methods (API Key, Token, etc.) • ManageEngine ecosystem and Support Tools • Knowledge or familiarity with solutions such as ServiceDesk Plus, Endpoint Central, Analytics Plus, AD Manager, PAM360 • Basic understanding of ServiceDesk workflows: Incidents, Requests, Service Catalog, SLA

🏖️ Benefits

• Meal allowance: R$720.00 • Home office allowance: R$100.00 • SulAmérica Health Plan • Wellhub