SENIOR SUPPORT ANALYST

Responsible for technical performance in the DataCenter, with activities inherent to the field of action and related to IT infrastructure and support, as well as field service performance.

Responsibilities and assignments

• Act as the right hand to infrastructure analysts and verify daily the execution and quality of data and server (physical/virtual) backups, acting on corrections when necessary, redoing them or, depending on complexity, calling service providers in order to ensure the security, integrity, confidentiality, and availability of IMP's information;
• Support Support Technicians in infrastructure service calls where they are unable to find a solution for the opened tickets, ensuring the fulfillment of internal client needs;
• Pass on information regarding technologies, tools, and support processes to Support Technicians, aiming for the growth of these professionals and the equity of information;
• Manage the contracts under your responsibility, ensuring receipt, monitoring billing, invoice payments, and compliance with contracted services;
• Monitor the deliveries of IT supplier contracts, tracking deliveries and any deviations;
• Open tickets with IT service providers when necessary, monitoring the handling of these tickets to ensure they are addressed within the agreed solution time and ensuring that the service was performed;
• Report main occurrences to the Infrastructure Coordination in search of continuous improvement of internal IT processes and user service;
• Document incident and problem solutions in order to maintain records in a knowledge base that is made available to other IT teams;
• Perform analyses of the IT infrastructure environment, servers (physical/virtual), computers, storage’s, library’s, switches, and routers, proposing improvements and adjustments;
• Keep corporate systems updated according to the updates provided by the vendor in order to ensure their stability;
• Keep tools and operating systems updated, ensuring the availability of the network and servers after updates;
• Act in infrastructure and systems projects when requested;
• Manage information security processes and tools, ensuring the correct use of IT resources, and attending to audit requests when necessary;
• Monitor the quality indicators under your responsibility to ensure the achievement of established goals;
• Monitor the ticket queue of the Service Desk tool, recording actions performed on tickets, ensuring service within the agreed solution time;
• Document specific and punctual problem solutions in order to maintain records and availability for other team colleagues;
• Monitor the evolution of new IT technologies and tools, proposing solutions for the IT infrastructure environment;
• Execute related activities when requested.

Requirements and qualifications

MANDATORY TECHNICAL REQUIREMENTS

• Completed higher education in Computer Networks, Telecommunications Systems, or related courses in the Information Technology area;
• Experience in the hospital segment in the field of action;
• Intermediate English.

MANDATORY TECHNICAL REQUIREMENTS

• Specialization in the field of action;
• Knowledge in:

* operating systems; * Network management, switches, routers, firewall, virtualization, and servers (Blade); * Backup systems; * File storage (Storage) and Antivirus.

Additional information

• Transport: Vale-Transporte;
• Well-being: Unimed medical and dental plan, Sesc partnership (clubs, inns, and discounts), Droga Clara agreement;
• Financial Solutions: Sicoob payroll loan;
• Education: exclusive discounts and scholarships at Faculdade Anhanguera;
• Recognition: vacation return award;
• Food: Vale-Refeição/Vale-Alimentação in the amount of R$ 30.00 per worked day.