IT Support Analyst

4 semanas atrás

São Francisco de Assis, Brasil Digibee Inc. Tempo inteiro

Digibee is an iPaaS that scales integration workflows while reducing cost and technical debt. Rather than require specialized integration experts, Digibee lets every developer quickly build, test, deploy, govern, and monitor integrations across on-premise and cloud environments using a simple but powerful low-code interface.

Founded in São Paulo, Brazil, in 2017 and headquartered in Weston, Florida, our team is widely distributed throughout the Americas. In May of 2023, Digibee closed a Series B funding round of $60 million that is intended to drive our expansion in the United States.

About the role

We are looking for a proactive and results-oriented IT Support Analyst (Mid-Level) who will be crucial for the continuity of our IT services. Your role will span from daily support and the management of IT assets (equipment and SaaS tools) to identifying recurring incidents and proposing solutions that optimize our processes. You will ensure a seamless experience for all employees, from onboarding to daily operations, and will serve as a vital link between first-level support and more complex escalations.

On a typical day, you will…
  • Resolve escalated incidents and requests : Act as a focal point for second-level IT support, troubleshooting complex hardware, software, network, and system issues, and ensuring operational continuity.
  • Manage user access and employee lifecycle : Administer credentials, permissions, and system access, as well as coordinate the complete onboarding and offboarding processes, efficiently utilizing SaaS tools, Identity Providers (IDP), and Mobile Device Management (MDM) solutions.
  • Administer SaaS applications and services : Be responsible for the configuration, maintenance, and support of various cloud-based Software as a Service (SaaS) tools used by the company, ensuring their proper functioning and integration.
  • Create and maintain technical documentation : Develop and update FAQs, operational procedures, and knowledge base articles to optimize support and empower users, ensuring standardization and information sharing.
  • Perform advanced troubleshooting : Demonstrate strong diagnostic and problem-solving (troubleshooting) skills , identifying root causes and implementing effective solutions for complex incidents.
  • Develop scripts for automation : Apply scripting skills to integrate systems, automate routine tasks, and optimize IT processes, thereby increasing operational efficiency.
What you'll need to bring
  • Academic Background : Completed technical cours bachelor's degree in Information Technology fields, such as Computer Networks, Information Systems, Computer Science, or related areas.
  • Operating Systems : Proven proficiency and experience in supporting Windows and macOS environments , including installation, configuration, and advanced troubleshooting.
  • SaaS and Access Management : Solid experience in supporting and administering various cloud-based SaaS (Software as a Service) tools , with a focus on user

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