Job Overview

Job Type

Full Time

Pay

Not disclosed

Apply Now

Job description

Location:: United States
Work arrangement:: On-site

Role Summary

Category: Technology

OPEN VACANCY

At ACS Pro, we work on the front line of digital transformation, delivering solutions that directly impact our clients' IT operations and governance. Our environment is dynamic, collaborative and results-oriented, with strong exposure to critical operations and medium and large clients.

We value professionals with a sense of responsibility, organization and focus on execution. Here, you will have the opportunity to develop your technical base, gain practical experience in corporate environments and evolve within a structured IT services operation.

If you are looking for accelerated learning, direct contact with technology and real Service Desk experience, this position is for you.

We are looking for an N1 Support Analyst to provide first-level support, ensuring the correct management and handling of calls, within an environment based on ManageEngine and Zoho solutions, a global reference in IT management.

Basic to intermediate knowledge in

Windows 11
Active Directory (user creation, password reset, basic permissions)
Networks (TCP/IP, DNS, DHCP)
Understanding Windows Server operating systems
Integrations and APIs (Relevant Differentiator)
Basic notions of APIs (REST) and integrations between systems
Ability to understand and validate simple API calls (GET/POST)
Basic knowledge of tools like Postman or similar
Understanding authentication (API Key, Token, etc.)
ManageEngine Ecosystem and Service Tools

Knowledge or familiarity with solutions such as

ServiceDesk Plus
Central Endpoint
Analytics Plus
AD Manager
PAM360

Basic understanding of flows within ServiceDesk

Incidents
Requests
Service catalog
SLA

Responsibilities

Provide first-level service to users, recording, categorizing and prioritizing calls according to SLA criteria
Work on resolving incidents and requests of low and medium complexity
Perform troubleshooting on ManageEngine and Zoho solutions
Ensure correct classification and routing of calls to higher levels (N2)
Monitor calls until they are resolved, keeping the user informed about progress
Support in the organization and maintenance of the knowledge base and procedure documentation
Comply with processes and operational standards defined for the Service Desk
Contribute to continuous improvement of service and operational processes

Requirements

Training and Technical Base
Higher education completed or in progress in Information Technology, Information Systems, Engineering or related areas
English for oral and written communication with international support
Technical Knowledge