Analista I de suporte N2 (backoffice franqueado) in Brazil at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista I de suporte N2 (backoffice franqueado) based in Brazil.

This is an opportunity to join a high-impact technology environment supporting the infrastructure behind thousands of retail points of sale across Brazil.
You will work across store openings, renovations, and ongoing operations, ensuring hardware, connectivity, and technology systems are ready to support business continuity.
The role combines hands-on technical support with infrastructure deployment, troubleshooting, documentation, and operational coordination.
You will collaborate with internal teams, external suppliers, and technical stakeholders to resolve incidents and minimize downtime.
Your work will directly contribute to reliable store operations and uninterrupted sales.
The environment is dynamic, nationwide, and focused on standardization, modernization, continuous improvement, and operational excellence.
This is a strong fit for someone organized, proactive, technically curious, and comfortable taking ownership of critical support situations.

• Execute the activation, configuration, testing, and deployment of infrastructure hardware and devices in new stores and renovation projects, including POS systems, displays, printers, local servers, network switches, and access points.
• Perform connectivity and equipment validation before stores begin operations, ensuring that technology infrastructure is functioning correctly and meeting required standards.
• Monitor activation schedules for new stores and infrastructure projects, coordinating activities with internal teams, suppliers, and other stakeholders to keep deliveries on track.
• Track implementation progress, communicate status updates, and proactively identify and escalate schedule deviations, technical risks, and potential operational impacts.
• Provide N2 technical support for the retail infrastructure environment, troubleshooting hardware, software, network, and connectivity incidents and requests.
• Perform preventive and corrective maintenance on operational devices and infrastructure, prioritizing system availability and minimizing downtime and impact on sales.
• Maintain accurate infrastructure inventories and technical documentation, including diagrams, checklists, procedures, and operational manuals.
• Identify opportunities to improve deployment, infrastructure management, support, and maintenance processes, contributing to greater efficiency and standardization.

• Technical degree completed or higher education in progress in Systems Analysis and Development, Computer Networks, Information Systems, or a related IT field.
• Previous experience in technical support or basic infrastructure and network administration.
• Basic knowledge of computer networks, including TCP/IP, DNS, DHCP, and structured cabling.
• Practical experience configuring and maintaining Windows operating systems, including client and server environments.
• Hands-on familiarity with PC and peripheral hardware support, troubleshooting, and maintenance.
• Experience using IT service management and ticketing tools, preferably ServiceNow.
• Strong organization and attention to detail, particularly for managing schedules, inventories, and technical documentation.
• Proactivity, sense of urgency, and sound judgment when handling critical issues affecting retail operations.
• Strong interpersonal and communication skills for working with technical teams, operational stakeholders, suppliers, and other partners.
• Experience with retail technology such as POS, TEF, barcode scanners, and fiscal or non-fiscal printers is a plus.
• Familiarity with ITIL or other IT service management methodologies is desirable.
• Knowledge of Google and Microsoft services, technical certifications such as CompTIA A+ or Cisco CCNA, and scripting with PowerShell or App Script is advantageous.
• Experience building Looker Studio dashboards or developing AI-based platforms, agents, or automations is considered an additional advantage.

• Flexible medical and dental insurance plans.
• Medication assistance and health allowance for family members.
• Free psychotherapy sessions and 24/7 telemedicine.
• Ongoing health, mental well-being, prevention, and vaccination programs.
• Meal vouchers or local restaurant options, depending on the work model.
• Food allowance, including an additional Christmas allowance.
• Discounts of up to 40% on products across the brand ecosystem.
• Gympass/TotalPass access to gyms and fitness studios.
• Home-office allowance for remote and hybrid work arrangements.
• Birthday day off.
• Pet health insurance and access to partner discounts, travel, accommodation, and other programs.
• Extended parental leave: 180 days for mothers and 120 days for fathers.
• Support for parents of children with special needs, childcare and nanny assistance.
• School-material assistance and child nutrition allowance.
• Dedicated legal, psychological, and social support.
• Private pension and life insurance.
• Bereavement support and payroll-deducted loans.
• Transportation allowance and parking, according to the applicable work model.
• Benefits packages may vary according to role eligibility and work arrangement.