Service Desk Technician L2

Covestic Inc; São Paulo; Presencial; BRL 70 000 - 110 000; Tempo integral

Resumo da oferta

Covestic Inc is seeking a highly capable L2 Service Desk Technician to provide advanced support, guide day-to-day operations, and mentor junior staff.

You will act as a primary escalation point, troubleshoot across Windows/macOS, end-user access, and enterprise tools (Okta, Azure AD, Intune, Jamf, M365, Google Workspace), and drive service quality and SLA adherence in a fast-paced environment.

Qualificações

• 3–5+ years of IT support experience in a service desk or end-user support environment.
• Strong troubleshooting skills across Windows/macOS, applications, and user access issues.
• Experience with enterprise tools such as:
• Identity platforms (Okta, Azure AD)
• Endpoint management (Intune, Jamf)
• Collaboration tools (Microsoft 365, Google Workspace)
• ITSM platforms (ServiceNow or similar)
• Proven ability to handle escalations and guide junior team members
• Strong communication skills and a customer-first mindset
• Ability to prioritize, manage workload, and operate in a fast-paced environment

Responsabilidades

• Act as a primary escalation point for complex end-user issues, ensuring timely resolution or escalation
• Troubleshoot across endpoints, applications, access, and collaboration tools in enterprise environments
• Support and maintain core platforms such as ITSM tools, identity systems (Okta/Azure AD), MDM (Intune/Jamf), and productivity suites (M365/Google Workspace)
• Perform root cause analysis and contribute to long-term problem resolution and service improvements
• Identify trends and recurring issues, driving initiatives to improve stability and reduce ticket volume
• Lead by example—mentor technicians, provide guidance, and reinforce best practices
• Assist with queue management, prioritization, and SLA adherence to ensure consistent service delivery
• Collaborate with L3 engineers and cross-functional teams to resolve complex or systemic issues

Conhecimentos

Years of IT support experience

Troubleshooting

Customer-first mindset

Team mentorship

Prioritization

Ferramentas

Okta

Azure AD

Intune

Jamf

Microsoft 365

Google Workspace

ServiceNow

Descrição da oferta de emprego

We are seeking a highly capable L2 Service Desk Technician to provide advanced technical support while guiding day-to-day service desk operations. This role serves as a key escalation point for complex issues and plays a critical role in improving service quality, mentoring team members, and driving operational excellence.

How You Will Make a Difference:

• Act as a primary escalation point for complex end-user issues, ensuring timely resolution or escalation
• Troubleshoot across endpoints, applications, access, and collaboration tools in enterprise environments
• Support and maintain core platforms such as ITSM tools, identity systems (e.g., Okta/Azure AD), MDM (Intune/Jamf), and productivity suites (M365/Google Workspace)
• Perform root cause analysis and contribute to long-term problem resolution and service improvements
• Identify trends and recurring issues, driving initiatives to improve stability and reduce ticket volume
• Lead by example—mentor technicians, provide guidance, and reinforce best practices
• Assist with queue management, prioritization, and SLA adherence to ensure consistent service delivery
• Collaborate with L3 engineers and cross-functional teams to resolve complex or systemic issues

What You Need to Succeed:

• 3–5+ years of IT support experience in a service desk or end-user support environment
• Strong troubleshooting skills across Windows/macOS, applications, and user access issues
• Experience with enterprise tools such as:
• Identity platforms (Okta, Azure AD)
• Endpoint management (Intune, Jamf)
• Collaboration tools (Microsoft 365, Google Workspace)
• ITSM platforms (ServiceNow or similar)
• Proven ability to handle escalations and guide junior team members
• Strong communication skills and a customer-first mindset
• Ability to prioritize, manage workload, and operate in a fast-paced environment

It Would Be Nice if You Have:

• Basic scripting or automation experience (PowerShell, Bash)
• Experience contributing to process improvements or documentation
• IT certifications (e.g., CompTIA, Microsoft, ITIL)