N2 Support Analyst

FCamara is looking for an N2 Support Analyst to work with infrastructure support and analysis, providing capacity for growth, scalability, performance, high availability, and security; in a multinational animal pharmaceutical industry operating in Brazil.

Responsibilities and assignments

Responsibilities and Assignments:

• Advanced Level 2 Support: Resolve complex tickets escalated by N1, analyzing logs, events, and diagnostic tools in the Windows/Microsoft ecosystem.
• Endpoint Management (Intune): Administer and support devices in Microsoft Intune (enrollment, compliance, application deployment, Autopilot, and Windows Update).
• M365 Sustenance: Provide specialized support for Microsoft 365 apps (Teams, OneDrive, SharePoint, Outlook, Office), handling installation, authentication, and synchronization failures.
• Documentation and Knowledge: Create operational procedures, update the knowledge base, and guide/train the Level 1 team.
• Global Interaction and Escalation: Connect local operations to international teams and N3, providing detailed diagnostics before escalating tickets.
• Governance and Operational Coverage: Update inventories in the CMDB, monitor security on endpoints, and take on N1 demands during volume peaks or vacations.

Expected / Desired Experiences:

• Minimum of 2 years in technical support, Service Desk, or Desktop Support.
• Mandatory practical experience with management via Microsoft Intune.
• Experience with advanced support for Windows environments and the M365 suite.
• Working with IT inventory (CMDB) and formal ITSM processes (Incident and Problem Management).

Requirements and qualifications

Courses and Education:

• Minimum: Currently pursuing a degree in IT, Networks, Computer Science, or related fields.
• Desirable: Completed degree in the IT area.

Tools and Technical Knowledge:

• Microsoft Intune (advanced: enrollment, compliance, app deployment, policies).
• Windows 10/11 (intermediate to advanced) and advanced M365 suite.
• Log analysis, diagnostic tools, ITSM, and Asset Management/CMDB.
• Desirable knowledge: Windows Autopilot, Microsoft Entra ID, Microsoft Defender, and networks for endpoints.

Certifications and Language:

• English: Intermediate mandatory (meetings, emails, and tickets with multinational teams).
• Desirable Certifications: ITIL Foundation, Microsoft 365, or Intune / Endpoint Administrator.

Skills (Soft Skills):

• Analytical profile for structured problem solving and root cause analysis.
• Technical documentation capability and good multicultural communication.
• Autonomy, proactivity, collaborative attitude, and flexibility to support N1.