Job descriptionResponsibilities and assignments- Monitor events, ensuring adherence to service and resolution deadlines.
- Provide technical support for hardware and software.
- Install approved software.
- Reinstall Windows and create/deploy images on desktops, laptops, and All-in-One PCs.
- Perform IMACD (Install, Move, Add, Change, and Remove) activities for hardware and software.
- Provide remote support for mobile telephony, including device configuration, app installation, and carrier liaison.
- Support the IT environment, including desktops, laptops, monitors, mobile devices, printers, scanners, plotters, VoIP equipment, Wi-Fi, network devices, and videoconferencing systems.
- Interact with vendors and manufacturers regarding equipment maintenance and replacement.
- Monitor communication, printing, and network services, troubleshooting and escalating incidents as necessary.
- Manage users and permissions in Active Directory and Microsoft Entra ID.
- Administer Google Workspace tools.
- Manage devices via Intune, SCCM, and MDM.
- Support Windows, macOS, Citrix, VDI, VPN, and RDS environments.
- Support SentinelOne and IRU.
- Provide remote support using remote access tools.
- Support network infrastructure by diagnosing connectivity, latency, firewall, and proxy issues.
- Log, track, and update tickets in ITSM tools.
- Maintain the confidentiality of sensitive information and documents.
- Install, configure, and perform preventive and corrective maintenance on IT equipment.
Requirements and qualifications- Degree or currently pursuing a degree in Information Technology or related fields.
- Minimum of 3 years of experience in IT technical support.
- Fluent English.
- Strong communication skills.
- Experience with advanced troubleshooting for Windows 10, Windows 11, and macOS.
- Knowledge of endpoint management using Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), and MDM solutions.
- Knowledge of Microsoft Active Directory (AD DS) and Microsoft Entra ID (Azure AD).
- Experience with Google Workspace administration (Mail, Drive, and Meet).
- Knowledge of corporate VPNs and secure remote access.
- Knowledge of Citrix Virtual Apps and Desktops, VDI, and Remote Desktop Services (RDS) environments.
- Knowledge of remote access tools such as NinjaOne/Ninja Desk, AnyDesk, TeamViewer, BeyondTrust, and Microsoft Remote Help.
- Knowledge of network protocols: TCP/IP, DNS, DHCP, VLAN, NAT, and Proxy.
- Knowledge of firewalls and proxies for diagnosing connectivity and latency issues.
- Basic knowledge of Microsoft Azure and/or AWS.
- Basic knowledge of SentinelOne (Endpoint), Zscaler, and IRU (Identity).
- Knowledge of Information Security best practices.
- Experience with ITSM tools such as Jira, ServiceNow, or similar.
- Knowledge of technical documentation and the creation of operational procedures.
Additional informationFeedback and monthly 1:1s for tracking progress and professional development.
Individual Development Plan (IDP).
Training and skill-building sessions for individuals and teams.
Here, we value people, encourage continuous development, and believe that growing together is the best way to achieve great results. Come join a team that fosters collaboration, innovation, and learning every day!
Process stages- Registration
- Contato telefônico
- Entrevista com RH
- Entrevista com gestor
- Hiring
