Analista de suporte

Come to one of the biggest IT Services companies in the world! Here you can transform your career!

Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for a Support Analyst (Analista de Suporte Jr/Pl) .

Responsibilities :

Incident & Service Management

• Provide second-line investigation and diagnosis
• Resolve and close incidents/service requests within SLA timelines
• Escalate unresolved incidents within agreed timescales
• Log and maintain accurate ticket details in accordance with processes
• Keep tickets updated until resolution
• Communicate incident progress clearly with clients
• Coordinate with IT teams and third-party providers to resolve issues

End-User Support & Device Management

• Perform IMAC (Install, Move, Add, Change) activities for end-user hardware
• Stage, image, provision, and build workstations
• Troubleshoot and resolve end-user, PC, and VIP issues
• Provide hardware and software maintenance and support
• Support peripherals (printers, meeting room devices, телефony, mobile devices, etc.)
• Deliver training and demonstrations to end users when needed
• Support special events, meeting rooms, VCON, and voice devices

IT Operations & Onsite Support

• Provide onsite “smart hands” support for servers, network devices, and infrastructure
• Assist server and network teams with onsite tasks
• Perform onsite administrative tasks (e.g., backups, OS migrations)
• Participate in implementation of client change requests
• Follow standard operating procedures and knowledge base documentation

Asset & Lifecycle Management

• Manage lifecycle of end-user and network hardware (installation, replacement, disposal)
• Maintain inventory, asset lists, and room layouts (server rooms, network equipment)
• Manage spare parts, stock, surplus equipment, and asset disposal
• Update asset databases (e.g., AMDB)
• Handle logistics for devices and hardware

Network & Infrastructure Support

• Support local network and collaborate with centralized network teams
• Install and manage network hardware (routers, switches, Wi-Fi equipment)
• Perform network cabling and fiber management
• Conduct hardware checks, reboots, and troubleshooting
• Manage network-related assets and connections

Data Center / Server Room Support

• Maintain server rooms, racks, and cabling (power, fiber, network)
• Receive, rack, power, and configure server hardware
• Manage hardware decommissioning, transfers, and vendor returns
• Maintain server room inventories and documentation
• Manage tape backup handling

Vendor & Third-Party Coordination

• Coordinate and escort vendors/service providers onsite
• Provide hands-and-feet support for third-party troubleshooting
• Manage hardware vendor coordination for break-fix activities

Security, Compliance & Facilities

• Support IT security activities (e.g., virus elimination, coordination with SSO)
• Ensure compliance with QHSE and IT policies
• Maintain access logs and manage physical access (badges, biometric, etc.)
• Support facility systems in collaboration with local partners:
• Fire detection and suppression
• Power systems (UPS, generators, ATS, PDU)
• Cooling systems (temperature, humidity)

Operational Support

• Provide off-hours support for maintenance when required
• Support remote/branch sites through break-fix and device exchange services

Mandatory Skills :

• Strong knowledge of desktop/laptop hardware and peripherals
• Solid experience with hardware and software troubleshooting
• Proficiency in Windows OS (Windows 10/7) and Microsoft Office
• Working knowledge of MacOS (preferred)
• Experience with application/software installation and troubleshooting
• Understanding of Active Directory and basic networking concepts
• Knowledge of server and network hardware (routers, switches, Wi-Fi, etc.)
• Experience with ticketing tools (e.g., ServiceNow)
• Ability to provide smart hands support for servers and network devices
• Proficiency in English

Desirable Skills :

• Strong troubleshooting and analytical skills
• Good understanding of IT operations and service delivery processes
• Effective coordination and multitasking abilities
• Strong customer focus and relationship management
• Good communication and interpersonal skills
• Ability to prioritize and work under pressure
• Flexibility and adaptability in dynamic environments
• Ability to work independently with strong work ethic

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What do we offer?

TCS Benefits – Brazil:

• Health insurance
• Dental Plan
• Life insurance
• Transportation vouchers
• Meal/Food Voucher
• Childcare assistance
• Gympass
• TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social and financial assistance to associates
• Partnership with SESC
• Reimbursement of Certifications
• Free TCS Learning Portal – Online courses and live training
• International experience opportunity
• Discount Partnership with Universities and Language Schools
• Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire
• TCS Gems – Recognition for performance
• Xcelerate – Free Mentoring Career Platform
• Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression , age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.
• At Tata Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects each person. Our motto is Inclusion without exception.

At TATA Consultancy Services we promote an inclusive culture, we always work for equity. This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity. All our opportunities are based on these principles. We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality. Come to be a TCSer!