IT Support Analyst

Jobtailor; São Paulo; Presencial; BRL 42 000 - 68 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, seeks an IT Helpdesk Specialist to act as SPOC for incidents and service requests, delivering remote and on-site support to ~40 users across offices and sites.

You will install and maintain desktops, configure email, manage assets, monitor networks, and ensure security patches and antivirus are up to date. This role requires Windows, Microsoft 365, Active Directory, TCP/IP, and VPN experience.

Qualificações

• Experience in N1/N2 technical support or Service Desk.
• Proficient in Windows operating systems.
• Experience with Microsoft 365 and Outlook.
• Experience with Active Directory (user creation, unlocks, password resets).
• Knowledge of TCP/IP networking, DNS, DHCP, and VPN.
• Experience managing IT assets and inventory.
• Familiarity with ticketing/ITSM/Service Desk tools.
• Basic hardware maintenance skills.
• Strong communication and organizational skills.

Responsabilidades

• Act as SPOC for handling IT incidents and service requests.
• Provide remote and on-site technical support to users, ensuring SLA compliance.
• Install, configure, and maintain desktops, laptops, peripherals, and approved software.
• Configure email accounts, perform password resets, and support operating systems and corporate tools.
• Manage and monitor IT assets (≈50) and support ~40 users.
• Perform hardware maintenance, relocation, and basic troubleshooting.
• Support network connectivity, printing, and local infrastructure.
• Apply updates and patches; monitor antivirus solutions.
• Escalate tickets when necessary and coordinate with vendors.

Conhecimentos

N1/N2 support

Windows OS

Microsoft 365 / Outlook

Active Directory

TCP/IP networking

VPN configuration

ITSM / Service Desk tools

Asset management

Hardware maintenance

Communication skills

Ferramentas

ITSM ticketing tool

Microsoft 365 Admin Center

Remote management tools

Descrição da oferta de emprego

Responsibilities

• Act as the single point of contact (SPOC) for handling IT incidents and service requests;
• Provide remote and on-site technical support to users, ensuring compliance with established SLAs;
• Install, configure, and maintain desktops, laptops, peripherals, and approved software;
• Configure email accounts, perform password resets, and support operating systems and corporate tools;
• Manage and monitor the technology inventory, consisting of approximately 50 assets including desktops and laptops;
• Provide support to approximately 40 users, both in the office and at construction sites;
• Perform basic hardware maintenance, installation, and relocation of equipment;
• Support local network infrastructure, connectivity, and printing;
• Conduct inventory and control of IT assets;
• Manage system updates, apply security patches, and monitor antivirus solutions;
• Perform preventive actions to ensure equipment availability and proper functioning;
• Monitor internet links, server availability, and critical services;
• Track basic availability and performance infrastructure metrics;
• Serve as technical interface with telecom carriers, outsourcing vendors, and IT partners;
• Manage technical tickets and perform escalations when necessary.

Requirements

• Experience in N1/N2 technical support and Service Desk;
• Knowledge of Windows operating systems;
• Experience installing, configuring, and maintaining desktops, laptops, and peripherals;
• Knowledge of Microsoft 365, Outlook, and corporate tools;
• Experience with Active Directory (user creation, account unlocks, and password resets);
• Knowledge of TCP/IP networking, connectivity, DNS, DHCP, and VPN;
• Experience managing IT assets and equipment inventories;
• Familiarity with ticketing/ITSM/Service Desk tools;
• Basic hardware maintenance skills;
• Experience monitoring infrastructure and tracking service availability;
• Good communication, organizational skills, and user-focused service.

Preferred

• ITIL Foundation knowledge;
• Experience with infrastructure monitoring solutions;
• Experience in medium-sized corporate environments;
• Knowledge of corporate antivirus solutions and patch management;
• Experience managing vendors and IT outsourcing contracts.