Junior Support Analyst

Main responsibilities:

• Act in the operation of global IT services providing 24x7 real-time response, monitoring and coordinating critical calls from identification to resolution.
• Monitor all critical calls (failures or incidents) and respond to them involving all necessary resources in a collaborative mode to resolve the problem as quickly as possible and according to the critical ticket sla (4 hours).
• Act as Validation Manager (VaM) and validate whether the ticket is truly a critical ticket. It will also have the escalation function for Process O7 - IT Emergency.
• Approve all emergency changes.
• Work and collaborate in an international team to provide response, monitoring and 24/7 real-time coordination for critical tickets, from identification until resolution.

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, Systems Analysis or similar.
• Experience working in Monitoring and Operation of IT infrastructure (on premises or in the cloud)
• Experience with bilingual support for IT users.
• Knowledge in IT Infrastructure
• Having ITIL certification will be a differentiator
• Knowledge of programming languages ​​(Phyton, SQL, etc.) will be an advantage..
• Availability to work from 11:00 to 21:00.
• Availability to work weekends and holidays subject to shift.
• Fluent English