Support IT Analyst

Support IT Analyst

São Paulo, Brazil

The Support Analyst II is responsible for providing technical support to internal and external customers, focusing on point-of-sale systems, ERP applications, and related technologies. This role ensures system stability and operational efficiency by resolving incidents, supporting users, and collaborating with cross-functional teams.

Responsibilities:

• Respond to and resolve technical support tickets related to systems and applications
• Perform troubleshooting, diagnostics, and remote or onsite support when required
• Manage incidents, bugs, and system integration issues
• Support users with system functionalities, configurations, and processes
• Assist with system parameterization and configuration of modules
• Document tickets, procedures, and solutions within ITSM tools such as ServiceNow
• Collaborate with development, infrastructure, and operations teams
• Perform validation testing after system updates or fixes
• Identify and propose process improvements and automation opportunities
• Support software installation, updates, and maintenance

More about you:

• Degree in Information Technology, Business Administration, or related field
• Experience supporting point-of-sale (POS) systems and ERP solutions
• Knowledge of MS SQL Server for queries and analysis
• Strong troubleshooting and technical support experience
• Ability to diagnose issues and implement effective solutions
• Strong communication skills and ability to support users across different levels

Nice to have:

• Experience with system integrations (API/EDI)
• Experience with Service Desk tools (ServiceNow, Zendesk, Jira)
• ITIL, MCP, or MCSA certifications
• Intermediate English

PLEASE SUBMIT RESUMES IN ENGLISH