Analista de Suporte Nível 1 (N1) _ Presencial SP PAULISTA
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•Hybrid
About The Position
The Level 1 Support Analyst (N1) will be responsible for providing technical support to users, managing incidents and requests, and contributing to the knowledge base. This role involves troubleshooting hardware and software issues, managing user accounts, and ensuring timely resolution of support tickets. The analyst will also assist with software deployments and maintain a professional and helpful demeanor during all interactions.
Requirements
- Previous experience in help desk or N1 technical support.
- Knowledge of Windows operating systems (installation, configuration, support).
- Familiarity with Microsoft 365 tools (Outlook, Teams, OneDrive, SharePoint).
- Basic knowledge of Active Directory (password reset, account unlock, user creation).
- Skill in basic network diagnostics (ping, ipconfig, connectivity).
- Ability to operate remote access and ITSM tools (Datto RMM, TomTicket, or equivalents).
- Ease in following procedures and registering calls in detail.
Nice To Haves
- ITIL Foundation v4 certification (desirable)
- MS-900 certification or equivalent (Microsoft 365 Fundamentals)
- CompTIA A+ or similar will be considered a differential
Responsibilities
- Attend calls via ITSM tool (TomTicket), email, and phone in an organized and professional manner.
- Register, classify, and prioritize incidents and requests with clarity and objectivity.
- Provide remote support to users (Windows, Office 365, Teams, Outlook, printers, network, among others).
- Perform initial troubleshooting on workstations, network connectivity, user login, and permissions.
- Create, enable, and disable accounts in Active Directory and Microsoft 365, following security standards.
- Correctly escalate calls to N2 with all information and history recorded.
- Assist in the deployment of standardized software and security packages.
- Follow up on open calls until their resolution and ensure customer feedback.
- Contribute to the documentation of technical procedures and the internal knowledge base.
- Uphold the image of Next4Sec during service, maintaining a proactive, cordial, and helpful attitude.
Benefits
- Meal voucher: R$ 40.00 per day worked
- Hybrid work model after the first month (3 days in office per week)
- R$ 300.00 assistance for hybrid work
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
