Technical Support Analyst – Senior

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

📋 Description

• Assist internal users by addressing access issues, password resets, technical support inquiries, and IT service requests.

• Ensure the technology environment adheres to compliance standards in collaboration with the IAM, Information Security, and DevOps teams.

• Play a role in a high-performing service desk that prioritizes user experience, governance, and efficient processes.

• Minimize incidents through root cause analysis and ongoing improvement initiatives.

• Create documentation for technical procedures.

• Suggest automation initiatives and applications of artificial intelligence.

• Enhance the self-service approach, empowering users to initiate their own requests and expedite support.

⛳️ Requirements

• Demonstrated senior-level experience in desktop support and service desk operations.

• Background in support operations and handling critical requests within high-volume user environments.

• Experience in user support, incident investigation, and solution implementation.

• Familiarity with MDM systems such as Intune for standardizing and automating support functions.

• In-depth knowledge of Windows 11 and Ubuntu Linux operating systems.

• Advanced understanding of end-user hardware support.

• Proficient knowledge of Microsoft Entra ID and Intune.

• Understanding of Google Workspace administration.

• Knowledge of GPOs, updates, drivers, operating system performance configuration, and log analysis for diagnostics.

• Awareness of best practices in access management and incident management.

• Empathetic towards users.

• Strong communication abilities.

• A consistently helpful demeanor.

• Capability to escalate requests at the appropriate time.

• Nice to have: familiarity with n8n, GLPI, ITIL certification, and experience with AI agents.

🏝️ Benefits

• 100% remote work.

• A trust-based culture that emphasizes results, alongside numerous challenges and learning opportunities.

• Independence and ownership within a highly collaborative and supportive environment.

• A feedback-driven culture with one-on-one meetings with people-oriented leadership and no micromanagement.

• Meal and food allowance.

• Childcare assistance.

• Home office allowance.

• Healthcare assistance.

• Education and culture allowance.

• Gympass.

• Birthday day off.

• Discounts on therapy.

• Discounts on English courses.

• Additional partner benefits.