Support Analyst

**About Us**:
At IONIC Health, our mission is to revolutionize healthcare by providing greater access, quality, and improvement through innovative remote solutions. With a team of over 120 professionals, we are pioneers in multi-vendor remote access technology for medical imaging devices, enabling real-time remote guidance, scanning, support, and training for healthcare professionals. Operating globally across Brazil, the United States, and Europe, we are dedicated to driving innovation and transforming healthcare.

**Why Join Us?**

We are looking for forward-thinking individuals who are passionate about shaping the future of healthcare. At IONIC Health, you will be part of a dynamic team committed to making a meaningful impact in the medical field.

**Role Overview**:
As a Support Analyst, you will be the first line of technical defense ensuring the smooth operation of medical device hardware, computer systems, and IT infrastructure. You will diagnose and resolve client issues via multiple communication channels while coordinating with higher-level teams to maintain high service quality in a healthcare environment.

**Key Responsibilities**:

- Understand, troubleshoot, and resolve client-reported issues efficiently.
- Escalate and interact with N2 and N3 teams for advanced troubleshooting as necessary.
- Monitor ticket progress end-to-end across N1, N2, and N3 teams and track SLAs to ensure timely, high-quality service.
- Manage and monitor ticket queues to guarantee resolution within agreed timelines.
- Oversee monitoring tools for implemented solutions, proactively addressing any potential impacts on clients.
- Track performance indicators to ensure they remain within agreed ranges.
- Participate in WAR ROOMS for the resolution of critical issues.
- Support other teams during client interactions for technical actions.
- Propose and implement new monitoring metrics to enhance systems performance.
- Handle administrative tasks such as creating users, resetting passwords on platform solutions, and opening tickets with ITSM platform providers.
- Escalate issues to team leadership as needed.

**Who You Are**:

- You have a solid knowledge of the maintenance and repair of medical device hardware and computer systems.
- You understand operating systems, networks, and software as applied to medical devices.
- You possess intermediate skills in scripting and developing autonomous routines.
- You are familiar with structured cabling systems essential for IT infrastructure in healthcare settings.
- You have a good grasp of Telecom, VPN, and communication channels.
- You are proficient in using remote access tools.
- You bring experience with monitoring tools covering infrastructure, systems, networks, APM, and synthetic monitoring.
- You are comfortable working in virtual environments like Hyper-V and VMware.
- You are knowledgeable about the ITIL framework and understand processes such as Request, Incident, Change, and Problem management.
- You have hands-on experience with ITSM process configuration, including service catalog configuration and setting up SLAs/SLOs.

**Extra Points For**:

- Hands-on experience configuring ITSM processes and service catalogs.
- Familiarity with SLA/SLO configuration and optimization.
- Advanced knowledge in scripting and monitoring tools.

**Job Types**: Full-time, Contract

Pay: R$4,000.00 - R$5,000.00 per month

**Education**:

- Bachelor's (required)

**Language**:

- English (required)
- Spanish (preferred)
- French (preferred)
- Italian (preferred)
- German (preferred)

**Location**:

- São José dos Campos - SP (required)