Support Engineer Microsoft managing and improving Windows client infrastructure for a leading IT service provider in Europe.
About the role
- Analista de Suporte Protheus providing 2nd level technical support for ERP users in São Paulo. Responsible for troubleshooting errors, optimizing service catalog, and supporting ITSM tools.
Responsibilities
- Provide 2nd-level technical support to ERP users (TOTVS Protheus), analyzing errors, performing diagnostics, and applying fixes.
- Handle incidents and service requests related to the system, ensuring operational continuity.
- Document technical procedures and workflows for support and handover to the N1 Service Desk.
- Review and optimize the ERP Service Catalog.
- Support Service Desk training for N1 ticket handling.
- Record all requests in an ITSM tool, analyze daily volumes, and propose improvements.
- Participate in alignment meetings with management and contribute ideas for adjustments and evolution of support processes.
Requirements
- Experience supporting ERP systems, preferably TOTVS Protheus.
- Knowledge of log analysis, error diagnosis, and applying fixes.
- Strong technical documentation skills and process organization.
- Experience with ITSM tools (e.g., ServiceNow, Qualitor, GLPI).
- Good communication skills for interacting with users and the Service Desk team.
- Bachelor's degree in IT (completed or in progress).
- Availability to work Monday to Friday and on rotating Saturdays.
Benefits
- Hybrid work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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