Tech Analyst I providing IT support for OneOncology's mission of improving cancer care. Handling desktop incidents and service requests with a focus on user experience.
About the role
- Technical Support Analyst managing incidents and support for SAP and Oracle legacy systems. Responsible for monitoring and analyzing technical performance with a focus on logistics and e-commerce.
Responsibilities
- Respond to and log technical tickets via Freshservice, following defined SLAs and workflows
- Provide L1 support for legacy systems (Oracle) and the new SAP environment
- Perform initial analysis of incidents and requests (triage, basic diagnosis, and evidence gathering)
- Monitor services, applications, and APIs using Datadog
- Validate technical failures, outages, and performance degradations
- Run database queries to support diagnostics
- Escalate appropriately to L2/L3 teams (development, infrastructure, database, integrations)
- Record technical history and evidence in tickets
- Support operational areas (distribution centers, logistics, digital operations) with day-to-day incidents
- Follow ITIL processes (incident, request, problem, change — basic level).
Requirements
- Knowledge of e-commerce and logistics (orders, picking, packing, shipping, SLAs, and integrations)
- Basic understanding of ERP systems, with a focus on SAP (functional/technical L1 support)
- Experience with legacy Oracle environments
- Knowledge of Oracle Database and basic SQL (SELECT, INSERT, UPDATE, JOIN, WHERE, GROUP BY)
- Ability to interpret data to support support activities
- Familiarity with non-relational databases, with conceptual knowledge of MongoDB
- Knowledge of application and infrastructure monitoring
- Experience with Datadog for metric visualization, alert analysis, and initial fault identification
- Experience with ITSM tools (e.g., Freshservice)
- Ability to classify impact and priority and communicate clearly with users and technical teams.
Benefits
- Meal allowance
- Bradesco health plan
- Amil dental plan
- Wellhub
- Life insurance
- 180 days maternity leave and 20 days paternity leave
- Discounts at our physical stores after the probation period
- Collaborative environment: great for teaching and learning a lot.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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