Senior Bilingual IT Support Analyst (English)

Stefanini; Rio de Janeiro; On-site; BRL 60,000 - 90,000; Full time

Job summary

Stefanini is seeking a Senior Bilingual IT Support Analyst to assist local and remote users with technical issues, delivering dedicated service to VIP users with a professional and friendly approach.

You will troubleshoot hardware, software, networks and operating systems, log and resolve tickets in an ITSM system, and contribute to knowledge base while ensuring timely follow-up for VIP cases.

Qualifications

• Bachelor's degree required.
• Advanced English proficiency.
• Experience providing technical support to end users, local and remote.

Responsibilities

• Troubleshoot hardware, software, network, and OS issues for local and remote users.
• Log, monitor, and resolve tickets via ITSM; escalate to N2/N3 when needed.
• Install, configure and maintain laptops, desktops, printers and headsets.

Skills

End-user support

Strong communication

Service-oriented

Professional approach

English proficiency

Education

Bachelor's degree

Tools

ITSM platform

Microsoft 365

Job description

As a Senior Bilingual IT Support Analyst, you'll help local and remote users resolve technical issues, including providing dedicated support to VIP users. You'll combine hands-on IT knowledge with clear communication and a professional, service-focused approach.

Responsibilities

• Troubleshoot hardware, software, network, and operating system issues for local and remote users.
• Receive, log, monitor, and resolve tickets through an ITSM platform, escalating issues to N2/N3 teams when needed.
• Install, configure, and maintain laptops, desktops, printers, headsets, and other equipment.
• Support Microsoft 365 applications, including Outlook, Teams, Excel, and Word, as well as other corporate tools.
• Help maintain the IT environment, including structured cabling, network points, and meeting and video-conferencing rooms.
• Support IT asset management through inventories, equipment movement tracking, and device monitoring.
• Document technical procedures and contribute to the team's knowledge base.
• Provide courteous, clear, and professional support, including dedicated follow-up for VIP users when required.

Required Qualifications

• Bachelor's degree.
• Advanced English proficiency.
• Experience providing technical support to end users, including local and remote users.
• Knowledge of hardware, software, networks, and operating systems.
• Experience using ITSM tools and managing tickets.
• Knowledge of Microsoft 365, especially Outlook, Teams, Excel, and Word.
• Strong communication skills and a professional approach to user support.

Preferred Qualifications

• A service-oriented approach and the ability to communicate technical information clearly to different audiences.
• Strong organization and documentation skills.

What We Hope You'll Bring

You'll bring a thoughtful, user-focused approach to technical support, along with the ability to investigate issues, manage requests, and collaborate with N2/N3 teams when needed. We value clear communication, professionalism, and a commitment to helping users get back to work.