IT Support Analyst

4 semanas atrás

São Paulo, Brasil Cognizant Tempo inteiro
**IT Support Analyst**
**Who We Are**
**What You’ll Do**
As an IT Support Analyst, you will work directly with qualified teams, with the aim of achieving good results and improvements through the service and support offered.
**Key Responsibilities**
- Talking via audio/video-conferences with users and suppliers in the local language to understand the user's request/complaint, as well as the steps required for reproduction and solution;
- Perform root cause analysis of incidents.
- Investigation and diagnosis of problems in the monitored environments and scope of this proposal.
- Resolving identified problems (developing solutions to the problems identified for the systems directly under their responsibility, and opening requests for improvements with suppliers for third-party packages).
- Meeting legal demands and system improvements.
- Updating environments.
- Follow-up on improvement/correction deploys.
- Providing services within the SLA agreed in the contract with the client.
- Constantly analyzing and proposing improvements to the service in order to reduce effort or eliminate redundancies.
- On-call availability to deal with critical problems.
- Proactively monitoring the service and reporting possible failures to the person responsible in Latin America.
**Preferred experience**:
- Experience with Level 3 support.
- Good programming experience for debugging and maintenance (Java, Python or.Net skills).
- Experience with SQL.
- Understanding and experience of ITIL methodology.
- Advanced English.
- Accept working in the hybrid model in São Paulo.
**Why Cognizant?**
A career in one of the largest and fastest growing IT services providers worldwide.
Ongoing support and funding with training and development plans.
A highly competitive benefits and salary package.
Opportunity to work for leading global companies.

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