12452518 - ANALISTA SUPORTE BILINGUE SR

Stefanini; São Paulo; On-site; BRL 120,000 - 180,000; Full time

Job summary

Stefanini Group is seeking a Field Service Specialist to deliver high-complexity onsite IT support and ensure local IT infrastructure performance. You will act as a technical escalation point and interface with global IT teams.

The role includes hands‑on hardware/software troubleshooting, site networking, videoconferencing setup, asset management, and mentoring junior analysts. Fluent English and ITIL experience are mandatory.

Qualifications

• Bachelor's degree or higher education completed.
• Fluent English, mandatory for meetings, support and docs.
• In-depth knowledge of Windows, macOS, M365, Active Directory, and Azure AD.
• Strong networking knowledge: TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.
• Experience with MDM tools such as Intune or Jamf.
• Hands-on ITIL practices.
• Autonomy, emotional intelligence and strong interpersonal communication.

Responsibilities

• Provide advanced N2/N3 troubleshooting for hardware and software across desktops, laptops (Windows and macOS), and mobile devices.
• Perform hands-on troubleshooting of local infrastructure, including network equipment and servers, assisting global engineering teams.
• Configure and support videoconferencing systems in meeting rooms (Microsoft Teams Rooms, Zoom, Cisco).
• Deliver VIP white-glove support for executives (C-Level) and international visitors.
• Manage the IT asset lifecycle, including inventory control, provisioning, disposal, and warranty processing.
• Communicate daily in English with international Service Desk and infrastructure teams.
• Log, update, and resolve tickets in English using global ITSM platforms (ServiceNow and Jira).
• Create and translate technical manuals, procedures, and SOPs.
• Serve as the local POC for technology rollouts and the implementation of global guidelines.
• Provide technical mentorship and guidance to Junior and Mid-level analysts.
• Conduct root cause analysis for recurring incidents and propose permanent solutions.
• Monitor service queues to ensure compliance with SLAs and CSAT standards.

Skills

Windows OS

macOS

Microsoft 365

Active Directory

Azure AD

TCP/IP

DNS

DHCP

VPN

Wi‑Fi

MDM Tools

ITIL

English Proficiency

Education

Bachelor's degree or higher

Tools

ServiceNow

Jira

Intune

Jamf

Job description

Are you ready to be part of a global journey of transformation? At Stefanini Group, we believe in the power of collaboration to co-create innovative solutions combining cutting-edge technology, artificial intelligence, and human creativity. We are seeking a Field Service Specialist to provide high-complexity onsite IT support, ensuring the performance of local IT infrastructure. In this role, you will act as a technical escalation point, deliver VIP white-glove support to C-level executives, and interface directly with global IT teams.

Responsibilities

• Provide advanced N2/N3 troubleshooting for hardware and software across desktops, laptops (Windows and macOS), and mobile devices.
• Perform hands‑on physical troubleshooting on local infrastructure, such as network equipment (switches, access points) and servers, assisting global engineering teams.
• Configure and support videoconferencing systems in meeting rooms (Microsoft Teams Rooms, Zoom, Cisco).
• Deliver high‑agility, preventive VIP (White-Glove) support for executives (C-Level) and international visitors.
• Manage the IT asset lifecycle, including inventory control, equipment provisioning, disposal, and warranty processing.
• Communicate daily in English (via voice and chat) with international Service Desk and infrastructure teams.
• Log, update, and resolve tickets in English using global ITSM platforms (such as ServiceNow and Jira).
• Create and translate technical manuals, procedures, and Standard Operating Procedures (SOPs).
• Serve as the local Point of Contact (POC) for technology rollouts and the implementation of global guidelines.
• Provide technical mentorship and guidance to Junior and Mid-level analysts on the team.
• Conduct root cause analysis for recurring incidents and propose permanent solutions.
• Monitor service queues to ensure compliance with SLAs and high customer satisfaction (CSAT) standards.

Mandatory requirements

• Completed Bachelor's degree / Higher Education.
• Fluent English proficiency (mandatory for meetings, phone support, and technical documentation).
• In-depth knowledge of Windows, macOS, Microsoft 365 administration, Active Directory, and Azure AD.
• Solid technical knowledge of TCP/IP, DNS, DHCP, VPN, and Wi‑Fi networks.
• Practical experience with Mobile Device Management (MDM) tools, such as Microsoft Intune or Jamf.
• Hands‑on experience applying ITIL best practices.
• Strong behavioral profile characterized by autonomy, emotional intelligence under pressure, and outstanding interpersonal communication.

Differentials

• Previous experience delivering white‑glove support to C-level executives.
• Prior participation in global technology rollouts or IT infrastructure projects.
• Experience collaborating directly with remote international engineering and service desk teams.

What we expect

We expect a proactive, resilient, and collaborative professional driven by technical excellence and continuous growth. If you thrive in a dynamic environment, value autonomy, and are eager to drive positive impact across local and global IT operations, we look forward to receiving your application.