IT Help Desk Technician

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver Level 1 technical support to users situated in various global locations and remote settings.

• Address incidents and service requests according to business priorities, impact, and service level agreement (SLA) expectations.

• Conduct initial troubleshooting to determine potential causes of technical problems.

• Manage assigned tickets until resolution or appropriate escalation is achieved.

• Provide prompt and professional updates to users throughout the support process.

• Record troubleshooting steps, resolutions, communications, and escalation details in the ticketing system.

• Refer advanced, administrative, security-related, or onsite issues to the relevant IT teams.

• Adhere to established support protocols, knowledge articles, escalation procedures, and service expectations.

• Assist with standardized requests for user access and identity management within the Help Desk scope.

• Support newly implemented technologies, applications, AI functionalities, and other tech tools.

• Engage in knowledge transfer and enhance documentation and troubleshooting processes.

• Identify avenues for improving the end-user support experience.

• Comply with security policies and safeguard confidential information.

• Report suspected security incidents and requests necessitating elevated access.

⛳️ Requirements

• 2–3 years of experience offering IT support within a corporate setting.

• Experience delivering remote technical support to users across diverse locations or regions.

• Proficient troubleshooting skills in Windows 11.

• Familiarity with Microsoft 365 and common productivity applications for end-users.

• Knowledge of Active Directory and concepts related to identity and access management.

• Understanding of basic networking and connectivity troubleshooting, including DNS and DHCP.

• Experience utilizing ticketing systems and established incident and escalation procedures.

• Strong skills in troubleshooting, problem-solving, and analysis.

• Excellent written and verbal communication skills.

• Strong customer service orientation and ability to assist users with varying levels of technical expertise.

• Capability to work independently while adhering to established procedures and escalation paths.

• Keen attention to detail and a commitment to precise ticket documentation.

• Ability to effectively prioritize tasks in a dynamic global support environment.

• Proficient English communication skills.

🏝️ Benefits

• Comprehensive back-office support, including career guidance, HR services, and concierge services.

• Remote-first work policy.

• Provision of a personal MacBook.

• Opportunities for growth through tech talks, chapter meetings, and remote happy hours.

• Complimentary English lessons with a native speaker.

• Candidate Referral Bonus program.

• Access to the Florianópolis headquarters featuring snacks, soft drinks, games, and weekly quick massages.

• Experience working with an international technology team.

• Long-term career development prospects.