Mid-level Support Analyst

Role Overview

• Provide technical support at N2/N3 levels, analyzing incidents and requests and ensuring resolution within SLA;
• Perform troubleshooting of systems, workstations, networks and services (Windows/Linux/Cloud);
• Monitor alerts, investigate root causes and propose solutions and preventive measures;
• Document procedures, create knowledge articles and support the team through knowledge transfer;
• Interact with vendors and internal teams to resolve issues and drive improvements;
• Support deployments and changes with clear communication and strong organizational skills.

Requirements

• Previous experience as a Mid-level Support Analyst (or equivalent) in corporate environments;
• Knowledge of ITSM (e.g., Jira Service Management, ServiceNow) and incident, problem and change management;
• Operating systems: Windows and/or Linux; basic networking concepts (TCP/IP, VPN, DNS, proxy);
• Experience with monitoring and log analysis tools (e.g., Zabbix, Grafana, Kibana) is desirable;
• ITIL Foundation certification is desirable;
• Analytical mindset, a sense of urgency and a strong user-focused service orientation.

Advantages: scripting (PowerShell/Bash), cloud (Azure/AWS/GCP) and English for reading and conversation.

Tech Stack

• AWS
• Azure
• Cloud
• DNS
• Google Cloud Platform
• Grafana
• ITSM
• Linux
• ServiceNow
• TCP/IP

Benefits

• Medical and dental insurance;
• Transportation voucher or commuting allowance;
• TotalPass/wellness allowance;
• Educational partnerships;