Senior Support Analyst, L1/L2 – Resolution-focused

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FCamara Consulting & Training

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🛍️ eCommerce

🤖 Artificial Intelligence

Consulting • eCommerce • Artificial Intelligence

FCamara Consulting & Training is a Brazilian multinational firm specializing in digital transformation and consulting services. With over 17 years in the market, FCamara's ecosystem focuses on innovation, e-commerce, digital strategy, and the integration of technology solutions such as artificial intelligence and cybersecurity. The company collaborates with a variety of sectors including retail, healthcare, finance, and logistics, empowering more than 1,000 businesses to evolve in the digital realm.

📋 Description

• Provide high-resolution remote support via chat, phone and the ServiceNow portal. • Serve corporate users, distribution centers, retail stores and remote/home-office teams. • Ensure a high First Call Resolution rate, delivering an excellent user experience. • Diagnose and resolve high-complexity incidents related to corporate systems and critical applications. • Troubleshoot issues involving point-of-sale (POS) systems, billing, dispatch/shipping, logistics inventory and other business systems. • Perform in-depth technical analyses to identify systemic failures and restore services quickly. • Diagnose infrastructure and network issues across LAN, WLAN, WAN, SD-WAN and VPN environments. • Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications. • Conduct connectivity analyses and validate integrations between systems and devices. • Develop scripts and automation routines to optimize recurring operational tasks. • Identify opportunities to improve support processes and propose solutions that increase operational efficiency. • Create, review and maintain technical articles in the Knowledge Base. • Document procedures, workarounds and best practices for sharing across teams. • Share technical knowledge and support the training and development of other analysts. • Perform Root Cause Analysis (RCA) for recurring incidents. • Contribute to permanent elimination of faults, reducing recurrence and improving environment stability. • Monitor support performance and quality indicators, proposing corrective actions when necessary.

🎯 Requirements

• Bachelor's degree completed or in progress in Computer Science, Information Systems, Computer Engineering or related fields. • Solid experience in Service Desk, Service Support or high-complexity Technical Support roles. • Experience in mission-critical corporate environments with high ticket volumes. • Experience with ITSM tools, preferably ServiceNow. • Experience analyzing and resolving incidents in distributed environments. • Administration of Windows environments and Microsoft 365. • Troubleshooting network issues in LAN, WLAN, WAN, SD-WAN and VPN environments. • Knowledge of Active Directory, DNS, DHCP and TCP/IP. • Support experience with critical corporate systems (ERP, POS, logistics, billing, inventory and business applications). • Knowledge of PowerShell, Batch, Python or other scripting languages for automation is a plus. • Familiarity with ITIL and Incident, Problem and Change Management processes.

🏖️ Benefits

• Specialized Service and Support • Advanced Troubleshooting • Infrastructure and Connectivity • Automation and Continuous Improvement • Knowledge Management • Problem Analysis