Be part of Stefanini! At Stefanini we are more than 30,000 geniuses, connected from 41 countries, doing what they love and co-creating a better future. **HELP DESK ANALYST** **Responsibilities and duties** **Required profile:** * Student in Engineering or Bachelor's degree in Information Systems, Telecommunications or related fields. * Preferably with a valid ITIL v4 Foundation certification. * Knowledge in database administration, including management, maintenance and performance monitoring. * Knowledge in operating system administration, both in Windows and Linux environments, focused on operation, configuration and incident resolution. **Responsibilities:** * Attend and resolve incidents (whether generated by automatic alerts or directly reported by users), as well as daily operational requests, in order to maintain the stability and proper functioning of systems and services. * Execute initial diagnostic procedures and guide users in problem resolution, aiming to identify the root cause of incidents and achieve their solution where applicable. * Monitor the status of requests and provide timely information to users according to the established communication matrix, thus ensuring efficient case management and clear, continuous communication. * Perform application deployments, requests or changes during maintenance windows on existing services, with the objective of supporting operations through component installation according to provided technical documentation. * Document first-line processes handled, ensuring traceability of actions taken and contributing to operational continuity, as well as prevention of critical incidents. * Identify recurring incidents and/or requests, in order to propose improvements in both operational processes and solutions developed by different IT factories. * Escalate unresolved cases to the second-level support team or corresponding specialists, following defined escalation protocols, to ensure effective and timely resolution. **Functional competencies:** * Solid knowledge in incident resolution, applying structured methodologies for analysis and resolution of technical problems. * Knowledge in automation of operational activities, oriented toward process optimization and continuous improvement. **General competencies:** * **Customer focus:** Ability to understand and meet user needs, ensuring a satisfactory experience. * **Communication:** Ability to convey technical information clearly, precisely, and effectively, both verbally and in writing. * **Innovation:** Proactivity in identifying improvement opportunities and applying creative solutions. * **Passion for results:** Commitment to achieving objectives and delivering high-quality results. * **Responsibility:** Ethical and professional attitude towards assigned tasks, ensuring reliability in execution. * **Business knowledge and alignment:** Understanding of the impact of technical operations on the organization’s strategic goals. * **Collaboration:** Teamwork, fostering effective relationships across different areas to achieve common goals. **Required work experience:** * Minimum two (2) years of experience in Information Technology (IT) areas, providing technical support to users, handling incidents and performing operational activities. **Requirements and qualifications** **Specialized technical knowledge:** * Installation and deployment of applications on servers. * Monitoring and managing alerts related to resource capacity on servers and in Windows, Linux and database environments. * Support and administration of AS400 systems. * Database cloning and restoration. * Support for nodes and administration of application servers (App Servers). * Execution of scripts in databases. * Debugging and cleaning of *filesystems* and *tablespaces*. * Adding disks to the operating system. * Administration of SMTP Relay services on servers. * Extraction and generation of reports from databases. * File transfer between servers and environments. * Administration and creation of print queues. * Restarting controllers and *datasources* of services. * Support in managing failed NetBackup policies. * Knowledge of databases such as Oracle, SQL Server, among others. * Support for servers (Windows, Linux, AIX, Red Hat, Solaris), including activities such as print queue creation, resource management and process management. * Support for databases (Oracle and SQL Server), in tasks such as space administration, disk allocation, script execution, implementation of backup policies, restorations and incident resolution (*troubleshooting*). * Middleware administration, including configuration and installation of applications, creation of database *wallets*, and comprehensive management of associated components. * Support for service availability in production (*Prod*) and non-production (*NonProd*) environments. * Conversational English, with ability to understand and communicate effectively in technical and operational environments (mandatory). Are you looking for a place where your ideas can shine? With over 38 years and a global presence, at Stefanini we transform tomorrow together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect and commitment. If you are a disruptive person, committed to continuous learning and innovation is in your DNA, then we are what you are looking for. Come and let's build a better future together!