Senior IT Support Specialist

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

📋 Description

• Act as the escalation contact for intricate or high-priority incidents and requests from the IT support team.

• Diagnose and resolve issues across Microsoft 365, Windows, macOS, Azure Virtual Desktop, user access, and remote connectivity.

• Lead the response to major incidents and engage with affected users and stakeholders.

• Oversee endpoint lifecycle tasks, which include provisioning, configuring, shipping, and maintaining laptops, mobile devices, and peripherals.

• Facilitate onboarding and offboarding processes, including account setup, access, and equipment management.

• Administer Microsoft 365, Active Directory, and Entra ID, covering users, groups, licensing, MFA, and access requests.

• Support Microsoft Intune operations, focusing on app deployment, patching, and endpoint policies, in collaboration with the Infrastructure team.

• Develop and maintain knowledge base articles, runbooks, and how-to guides; provide training for the IT support team.

• Manage incidents, requests, and problems; monitor ticket trends to help achieve SLAs.

• Identify recurring issues, conduct root cause analysis, and suggest permanent solutions.

• Recognize opportunities for automation and self-service enhancements, including AI-driven tools.

• Assist the Security team with access reviews, device compliance, phishing reports, and data protection initiatives.

⛳️ Requirements

• Over 5 years of experience in IT support, demonstrating proficiency in handling escalated and complex issues.

• Comprehensive working knowledge of Microsoft 365, Windows, and macOS.

• Familiarity with Active Directory and Entra ID, including user management, hybrid identity, and MFA.

• Practical experience with Microsoft Intune, especially in app deployment, patching, and endpoint policies.

• Background in supporting virtual desktop environments.

• Experience with ITSM platforms such as Freshservice, ServiceNow, or similar tools.

• Exceptional written and verbal English communication skills, capable of explaining technical concepts to non-technical users, senior executives, and partners.

• Strong troubleshooting, prioritization, and time management abilities in a dynamic, service-oriented setting.

• Proven track record of creating clear, up-to-date, and user-friendly documentation for non-technical audiences.

• Comfortable working asynchronously in a distributed, remote-first environment.

• Hands-on experience utilizing AI tools to enhance or expedite support tasks.

🏝️ Benefits

• 100% remote work arrangement.

• Full-time independent contractor engagement.

• Diverse and inclusive work environment.

• Opportunity to collaborate with world-class talent.

• Chance for unique perspectives to be recognized and to flourish.