Analista I de suporte N2 (backoffice franqueado)

Accountabilities

• • 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.

  Requirements

  • 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.

  Benefits

  • 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.