Hybrid Mid-level Support Analyst

at Aprova Total

• Job title: Mid-level Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Linux, Python
• Location requirements: Hybrid, Florianopolis, Brasil

About the role

• Analista de Suporte Pleno at Aprova Total, an EdTech focused on democratizing access to quality education. Responsible for technical support and operational governance in a dynamic team.

Responsibilities

• Provide Level 1 and 2 technical support to internal users (employees) and external users (customers, affiliates, influencers) via the ticketing system (GLPI/Jira).
• Open, track, and monitor tickets with the outsourced infrastructure provider, ensuring SLA compliance and quality of service.
• Manage infrastructure assets, including tracking the machine fleet, licensing, inventory, and equipment movements.
• Support the configuration, updating, and monitoring of antivirus and information security solutions.
• Create, modify, and remove access for employees, influencers, and partners, including email accounts and internal systems.
• Support technology onboarding and offboarding processes.
• Maintain and update the ticketing system.
• Keep the Technology activity report up to date (Dev, Data, and UX), extracting data from Jira, using Python notebooks, and updating dashboards in Looker.
• Propose and implement improvements to operational processes and support routines.

Requirements

• Bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field.
• Previous experience in Level 1 and 2 technical support.
• Familiarity with ticketing systems (GLPI, Jira, or similar) and access management.
• Basic to intermediate knowledge of networking, operating systems (Windows/Linux), Google Workspace, and information security.
• Proficiency with spreadsheets and productivity tools (Google Sheets, Docs, etc.).
• Ability to communicate clearly and empathetically with different user profiles.
• Organization, autonomy, responsibility, and initiative to handle multiple simultaneous demands.

Benefits

• Competitive benefits package and a culture focused on learning and performance.
• Unimed health plan with no monthly fee and no copayment for you and your direct dependents up to 18 years old.
• Meal/food allowance: R$ 30.00/day on the Ifood Beneficios card, with no deductions.
• Transportation/fuel allowance with no deductions.
• Access to SESC nationwide.
• Day off on your birthday.
• Free access to the Aprova Total platform for first-degree relatives.
• A workplace full of good people who are eager to deliver results!