Infrastructure Analyst, Senior

Jobtailor; Barueri; Presencial; BRL 60 000 - 120 000; Tempo integral

Resumo da oferta

Jobtailor seeks an experienced N1–N3 Help Desk engineer in Barueri, São Paulo. You will provide remote and on-site end-user support, manage AD/Entra ID, and administer Microsoft 365, Exchange Online, SharePoint Online, and Teams, while following ITIL/COBIT frameworks.

Ideal candidates have 5+ years' IT experience, strong ticketing skills in ServiceNow/Jira/GLPI, and solid problem-solving. English reading skills are a plus; certifications are welcome.

Qualificações

• Requires 5+ years of IT experience.
• N1–N3 Help Desk and technical support experience.
• Proficiency with Active Directory and Entra ID (Azure AD).
• Microsoft 365 suite administration including Exchange Online, SharePoint Online and Teams.
• Knowledge of Intune MDM, Autopilot, Autopatch, and Conditional Access.
• Experience with ITSM tools (ServiceNow, Jira, GLPI or similar).
• Basic/Intermediate English for reading technical documentation is a plus.
• Microsoft, ITIL Foundation, or COBIT Foundation certifications are a plus.

Responsabilidades

• Provide N1–N3 technical support, incident management, and service requests.
• Receive, log, categorize, prioritize, and track tickets via phone, email, or ITSM tool.
• Support end users remotely and on-site as needed.
• Monitor operational alerts and take preventive actions to resolve incidents.
• Administer users, groups, permissions, and policies in Active Directory and Entra ID (Azure AD).
• Support authentication, MFA, password resets, and identity synchronization issues.
• Administer Microsoft 365 suite, Exchange Online, SharePoint Online, and Teams.
• Manage mailboxes, groups, permissions, and basic policies in Exchange Online.
• Work with Windows Autopilot, Intune MDm, Autopilot, Autopatch, and Conditional Access.

Conhecimentos

N1–N3 Help Desk Support

Active Directory Administration

Microsoft 365 Suite Management

Intune MDM Administration

ITSM Tools Experience

Troubleshooting

Log Analysis

Problem Diagnosis

Conditional Access

Service Request Tracking

Policy Administration

Communication

Customer Service

Formação académica

Associate or Bachelor’s degree in IT

Ferramentas

ServiceNow

Jira

GLPI

Exchange Online

SharePoint Online

Descrição da oferta de emprego

• Provide N1–N3 technical support, handling IT incidents and service requests
• Receive, log, categorize, prioritize, and track tickets submitted by phone, email, or through an ITSM tool
• Provide end-user support remotely and on-site when necessary
• Monitor operational and service alerts, taking preventive action to resolve incidents
• Administer users, groups, permissions, and policies in Active Directory and Entra ID (Azure AD)
• Support authentication, access, MFA, password resets, and identity synchronization issues
• Administer and support the Microsoft 365 suite
• Manage mailboxes, groups, permissions, and basic policies in Exchange Online
• Administer sites, libraries, permissions, and user access in SharePoint Online
• Create and support teams, channels, policies, and permissions in Microsoft Teams
• Manage corporate devices through Microsoft Intune (MDM)
• Enroll and configure devices
• Apply compliance and security policies
• Work with Windows Autopilot to provision and prepare devices
• Support update management through Windows Autopatch
• Operate and apply Conditional Access rules aligned with information security policies
• Keep technical documentation and the knowledge base up to date
• Follow and contribute to ITSM processes aligned with the ITIL and COBIT frameworks
• Suggest improvements to support processes, automation, and the user experience

Requirements

• Associate or bachelor's degree in Information Technology, Information Systems, Computer Engineering, or a related field
• At least 5 years of experience
• N1, N2, and N3 Help Desk and technical support
• Knowledge of Active Directory and Entra ID (Azure AD)
• Administration of the Microsoft 365 suite, including Exchange Online, SharePoint, Teams, and Entra ID
• Knowledge of Intune MDM, Autopilot, Autopatch, and Conditional Access
• Support for corporate Windows devices
• Experience with ITSM tools such as ServiceNow, Jira, GLPI, or similar platforms
• Familiarity with troubleshooting, log analysis, and problem diagnosis
• Foundational knowledge of ITIL and COBIT
• Basic/intermediate English for reading technical documentation is a plus
• Microsoft, ITIL Foundation, or COBIT Foundation certifications are a plus

Core Competencies

Demonstrates expertise in providing N1–N3 technical support, managing IT incidents, and administering Microsoft 365 services. Proficient in Active Directory, Intune, and ITSM processes, with a focus on enhancing user experience and operational efficiency.

Highest-signal resume keywords

• N1, N2, N3 Help Desk Support
• Active Directory Administration
• Microsoft 365 Suite Management
• Intune MDM Administration
• ITSM Tools Experience

ATS Optimization Keywords

Hard Skills

• Technical Support
• Incident Management
• User Administration
• Device Management
• Troubleshooting
• Log Analysis
• Problem Diagnosis
• Conditional Access
• Service Request Tracking
• Policy Administration

Soft Skills

• Communication
• Problem-Solving
• Collaboration
• Customer Service
• Adaptability

Certifications & Qualifications

• Microsoft Certification
• ITIL Foundation
• COBIT Foundation

Industry Keywords

• ITIL
• COBIT
• ITSM
• Technical Support
• Identity Synchronization
• MFA
• Service Requests
• Operational Alerts
• Security Policies
• User Experience

Tools & Technologies

• Microsoft 365
• Active Directory
• Entra ID (Azure AD)
• Intune
• Exchange Online
• SharePoint Online
• Microsoft Teams
• Windows Autopilot
• Windows Autopatch
• ITSM Tools