Analista de Suporte Pleno

Jamefy; Brasil; Remote; BRL 50,000 - 80,000; Full time

Benefits offered by this job

Meal allowance

Equipment provided for work

Home office allowance

Health insurance

Optional dental insurance

Life insurance

Gympass access

Exclusive partner discounts

Job summary

Jamefy is seeking a Pleno Support Analyst based in Brazil to provide in-depth technical assistance to clients with medium-complexity needs. You will investigate issues, perform detailed troubleshooting, and deliver reliable solutions while respecting SLAs and contractual requirements.

The role is fully remote within Brazil. You will support colleagues, identify recurring issues, and contribute to improvements in processes and knowledge resources, ensuring quality customer experiences across

Qualifications

• 2 years of experience in IT support or similar role.
• Practical knowledge of network troubleshooting (LAN/WAN, VPN, firewall).
• Proficiency with Google Workspace and Microsoft Office.
• Familiarity with ticketing systems and monitoring tools.
• Understanding of Windows and Linux environments.

Responsibilities

• Handle medium-complexity support requests with robust contracts and customizations.
• Analyze requests and improve first-contact resolution to prevent escalations.
• Use internal knowledge bases to validate solutions and simulate scenarios.
• Escalate complex cases to N2/N3 with detailed diagnostics.
• Contribute to improving support materials and knowledge resources.
• Monitor SLAs and maintain service performance indicators.
• Mentor junior team members and share knowledge.
• Identify recurring issues and communicate improvements to product/management.

Skills

Troubleshooting

Technical diagnostics

Customer service

Analytical thinking

Communication

Education

Higher education in IT/CS or related field

Tools

Windows

Linux

VPN

LAN/WAN

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte Pleno based in Brazil.We are looking for a Pleno Support Analyst to provide in\-depth technical assistance to clients with medium\-complexity needs, ensuring efficient issue resolution and a consistently positive customer experience. In this role, you will investigate technical demands, perform detailed troubleshooting, and deliver reliable solutions while respecting service\-level agreements (SLAs), contractual requirements, and applicable regulations. You will act as a technical reference for the support team, helping colleagues develop their skills and promoting knowledge sharing. The position also involves identifying recurring issues, contributing to improvements in internal processes, and strengthening the quality of support materials and knowledge resources. This is an opportunity to work in a collaborative, technology\-driven environment where continuous learning and operational excellence contribute to services with a meaningful impact across Brazil. The position is fully remote.

Accountabilities

• Handle and resolve medium\-complexity support requests from clients with robust contracts and customizations, conducting detailed diagnostics and applying technical solutions in line with SLAs.
• Analyze incoming requests thoroughly, serving as a technical filter to improve first‑contact resolution and prevent unnecessary escalations.
• Use internal tools and knowledge bases to validate solutions and simulate scenarios, ensuring accurate and well‑supported responses aligned with legislation and contractual processes.
• Escalate more complex cases to N2 and N3 support levels, providing detailed preliminary diagnostics, technical context, and clear documentation.
• Contribute to the continuous improvement of support materials, tutorials, operational workflows, and knowledge base articles.
• Monitor ticket SLAs and deadlines, identify potential risks, and take action to maintain service performance indicators.
• Support junior and less experienced team members by sharing technical knowledge, guidance, and best practices.
• Identify recurring errors, systemic failures, and opportunities for improvement, communicating findings to product or management teams.
• Manage multiple requests with strong organization and prioritization, maintaining professional communication and accurate records of all interactions.

Requirements

• Higher education completed or in progress in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or a related field.
• Approximately 2 years of experience as a Support Analyst or in a similar IT support role is desirable.
• Practical knowledge of network troubleshooting, including LAN/WAN, VPN, and firewall concepts.
• Familiarity with customer support tools, ticket management platforms, and system monitoring solutions.
• Knowledge of Windows and Linux operating systems.
• Proficiency with Google Workspace tools, including Docs, Sheets, and Slides, as well as Microsoft Office applications such as Word, Excel, and PowerPoint.
• Strong analytical and troubleshooting skills, with the ability to investigate issues and identify appropriate solutions.
• Excellent organization, prioritization, communication, and collaboration skills, particularly when handling multiple requests simultaneously.
• Nice to have: IT certifications such as Microsoft Certified or ITIL Foundation.
• Nice to have: Knowledge of TCP/IP protocols, network topologies, and basic cloud and on-premise infrastructure concepts.
• Nice to have: Familiarity with information security principles and best practices.

Benefits

• Meal allowance.
• Equipment provided for work.
• Home office allowance.
• Health insurance.
• Optional dental insurance.
• Life insurance.
• Gympass access.
• Access to exclusive partner discounts and benefits.
• Employee referral rewards.
• Birthday day off.
• Educational assistance through the Galena platform.

How Jobgether WorksWe use anAI‑powered matching processto ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top‑fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice:By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre‑contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.