Teams at Software Estratégico

Provides Tier 1 IT support through phone, chat, and email; manages tickets, resolves basic issues, performs password resets, troubleshoots Windows devices and peripherals, and escalates complex incidents. The role also documents solutions, maintains knowledge-base articles, guides users through self-service resources, supports higher-tier teams, and participates in training and IT projects. This is an on-site position requiring strong English communication and customer service skills.

Designs and maintains Power BI dashboards and reports, develops Python data transformation scripts, and supports Azure Data Factory pipelines and Azure SQL databases. Applies data warehousing and dimensional modeling principles, translates business needs into reporting solutions, documents data logic, resolves data quality issues, and follows governance requirements while communicating findings to nontechnical stakeholders.

Provides Tier 3 escalation support for complex network, infrastructure, systems, and connectivity incidents in a 24/7 NOC environment. Responsibilities include monitoring, advanced troubleshooting, root cause analysis, network configuration, Windows and Microsoft 365 administration, security alert monitoring, patching, documentation, disaster recovery, and coordination with vendors and field technicians. The role supports continuous improvement, capacity planning, and automation initiatives.