ACS Pro - ManageEngine and Zoho Authorized Reseller
Support Analyst, Level 1
Location
Brazil
Posted
69 days ago
Salary
0
Seniority
Senior
Job Description
Support Analyst, Level 1
ACS Pro
• Provide first-level support to users, logging, categorizing, and prioritizing tickets according to SLA criteria • Work on resolving incidents and requests of low to medium complexity • Perform troubleshooting on ManageEngine and Zoho solutions • Ensure correct classification and escalation of tickets to higher support levels (Level 2) • Monitor tickets through to resolution, keeping users informed of progress • Assist in organizing and maintaining the knowledge base and procedural documentation • Adhere to defined Service Desk processes and operational standards • Contribute to continuous improvement of support and operational processes
Job Requirements
- Education and technical background
- Bachelor's degree completed or in progress in Information Technology, Information Systems, Engineering, or related fields
- English for oral and written communication to support international interactions
- Basic to intermediate knowledge of: Windows 11, Active Directory (user creation, password resets, basic permissions), Networking (TCP/IP, DNS, DHCP), basic Windows Server operating system concepts
- Integrations and APIs (Important Advantage)
- Basic understanding of APIs (REST) and system integrations
- Ability to understand and validate simple API calls (GET/POST)
- Basic knowledge of tools such as Postman or equivalents
- Basic knowledge of authentication methods (API Key, Token, etc.)
- ManageEngine ecosystem and Support Tools
- Knowledge or familiarity with solutions such as ServiceDesk Plus, Endpoint Central, Analytics Plus, AD Manager, PAM360
- Basic understanding of ServiceDesk workflows: Incidents, Requests, Service Catalog, SLA
Benefits
- Meal allowance: R$720.00
- Home office allowance: R$100.00
- SulAmérica Health Plan
- Wellhub
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