IT Support Assistant I – Help Desk, Field Services

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

📋 Description

• Act as the main in-person contact for employees, managers, executives, and board members.

• Receive, log, analyze, and address incidents, service requests, inquiries, and technology-related needs.

• Offer both in-person and remote technical support for computers, laptops, mobile devices, tablets, printers, scanners, monitors, docking stations, webcams, headsets, and video conferencing tools.

• Carry out installation, configuration, preparation, imaging, updating, and preventative and corrective maintenance of computers and laptops.

• Execute advanced diagnostics for hardware and software, including component replacements and upgrades.

• Set up, support, and troubleshoot corporate mobile devices, applications, multifactor authentication, Microsoft 365, and email.

• Install, configure, and maintain corporate printers and printing devices.

• Provide assistance for Microsoft 365, Active Directory, Microsoft Intune, authentication, permissions, and access groups.

• Prepare and provision equipment for onboarding, transfers, and offboarding of employees.

• Manage, inventory, track, relocate, and oversee the lifecycle of technology assets.

• Deliver technical support in meeting rooms, executive rooms, boardrooms, auditoriums, and collaborative spaces.

• Configure, test, and support audio, video, projection, video conferencing, and Microsoft Teams Rooms solutions.

• Attend strategic meetings and corporate events when necessary.

• Escalate incidents and requests to specialized teams with technical diagnoses and supporting documentation.

• Document support interactions, analyses, evidence, and solutions in the ITSM tool.

• Contribute to the development and upkeep of the knowledge base.

• Implement ITIL and KCS best practices and XLA principles.

⛳️ Requirements

• Currently pursuing or have completed higher education in Information Technology, Information Systems, Computer Science, Software Engineering, Computer Networks, or related disciplines.

• Experience in providing in-person technical support to corporate users.

• Advanced understanding of computer and laptop hardware, including diagnostics, assembly, preventive and corrective maintenance, component replacement, upgrades, and fault identification.

• Experience with installing, imaging, configuring, and recovering Windows operating systems.

• Intermediate to advanced knowledge of the Microsoft 365 ecosystem.

• Experience supporting computers, laptops, corporate mobile devices, tablets, printers, scanners, peripherals, and other end-user computing equipment.

• Familiarity with Active Directory, authentication, user management, permissions, and access groups.

• Knowledge of Microsoft Intune and corporate device management.

• Understanding of computer networks, including TCP/IP, DNS, DHCP, VPN, and basic diagnostic tools.

• Experience with ITSM tools and IT service management processes.

• Knowledge of IT asset management and control.

• Experience supporting collaboration, video conferencing, and corporate audio and video environments.

• Ability to interact with executives and high-priority users while maintaining professionalism, discretion, and excellence in interpersonal relationships.

• ITIL Foundation certification is a plus.

• KCS Fundamentals certification is a plus.

• Knowledge of Microsoft Teams Rooms is a plus.

• Experience supporting executive rooms, boardrooms, and corporate auditoriums is a plus.

• Experience providing VIP and executive support is a plus.

• Familiarity with corporate audio and video solutions is a plus.

• Knowledge of Microsoft Entra ID (Azure AD) is a plus.

• Experience with IT asset management is a plus.

• Familiarity with service metrics, SLAs, CSAT, NPS, XLAs, and user experience is a plus.

• Experience in financial institutions, credit unions, or high-availability corporate environments is a plus.

🏝️ Benefits

• Medical Insurance

• Dental Insurance

• Renascer Program

• Special Occasion Benefits

• Education Investment

• Profit-Sharing Program

• Individual Development Plan

• Private Pension Plan

• Life Insurance

• Time Together Program

• Meal and/or Food Allowance

• Transportation Allowance with no employee deductions

• Childcare/Nanny Assistance