Senior Support Analyst – L1/L2

Job not on LinkedIn

🔥 1 minute ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

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. • Support corporate users, distribution centers, 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. • Work on problem resolution involving POS/front-of-store systems, billing, shipping/dispatch, logistics inventory and other business systems. • Perform in-depth technical analyses to identify systemic failures and rapidly restore services. • Diagnose issues related to network infrastructure, including LAN, WLAN, WAN, SD-WAN and VPN environments. • Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications. • Perform 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. • Support standardization and automation initiatives for support operations. • 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 of other analysts. • Conduct Root Cause Analyses for recurring incidents. • Contribute to the permanent elimination of failures, reducing recurrence and increasing environment stability. • Monitor support performance and quality indicators, proposing corrective actions when necessary.

🎯 Requirements

• Education: Bachelor's degree completed or in progress in Computer Science, Information Systems, Computer Networks, Computer Engineering or related fields. • Solid experience in Service Desk, Service Support or high-complexity Technical Support. • Experience in mission-critical corporate environments with high volumes of support requests. • Experience with ITSM tools, preferably ServiceNow. • Experience analyzing and resolving incidents in distributed environments. • Administration of Windows environments and Microsoft 365. • Diagnosis of issues in LAN, WLAN, WAN, SD-WAN and VPN networks. • Knowledge of Active Directory, DNS, DHCP and TCP/IP. • Support for critical corporate systems (ERP, POS, logistics, billing, inventory and business applications). • Knowledge of PowerShell, Batch, Python or other scripting languages for automation will be considered a plus. • Knowledge of ITIL and Incident, Problem and Change Management processes. • Excellent analytical and troubleshooting skills. • Investigative mindset focused on permanent problem resolution. • Good communication skills and ability to interact with different audiences. • Organizational skills, a sense of priorities and autonomy. • Ability to perform under pressure in critical environments. • Proactivity and focus on continuous improvement. • Results-oriented with a strong focus on user experience.

🏖️ Benefits

• Position also open to candidates with disabilities (PwD)