SENIOR TECHNICAL SUPPORT ANALYST

IT Universe Tecnologia; New York (NY); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Training sessions

1:1 progress reviews

Job summary

IT UNIVERSE is seeking a skilled IT Support Technician in New York to provide frontline technical assistance for hardware and software, manage account access and devices, and ensure uptime across Windows and macOS environments. You will collaborate with vendors, support remote work, and maintain security best practices.

The role emphasizes Active Directory, Entra ID, Google Workspace administration, and device management via Intune, SCCM, and MDM, with a focus on improving IT services for a

Qualifications

• Degree or currently pursuing a degree in Information Technology or related fields.
• Minimum of 3 years of experience in IT technical support.
• Fluent English.
• Strong communication skills.
• Experience with advanced troubleshooting for Windows 10/11 and macOS.
• Knowledge of endpoint management using Microsoft Intune, SCCM/MECM, and MDM.
• Knowledge of Microsoft Active Directory and Azure AD (Entra ID).
• Experience with Google Workspace administration.

Responsibilities

• Monitor events and ensure adherence to service and resolution deadlines.
• Provide technical support for hardware and software.
• Install approved software and manage Windows reinstallation, imaging.

Skills

Fluent English

Strong communication skills

Education

Degree or currently pursuing a degree in Information Technology or related fields

Tools

Microsoft Intune

SCCM/MECM

MDM solutions

Active Directory

Azure AD / Entra ID

Google Workspace administration

Citrix Virtual Apps and Desktops

VDI / RDS

VPN technologies

NinjaOne / Ninja Desk

Job description

Job description

About IT UNIVERSE

We are a well-established company in the IT market with a history spanning over 16 years. As an IT solutions integrator with an extensive portfolio of products and services, we serve companies of all sizes and operate in Brazil, the United States, and Mexico.

We are proud to be recognized by Great Place to Work (GPTW) as one of the best companies to work for.

What guides us?

• Happiness – Promoting happiness within our company is our daily mission. Happy people live longer, are more optimistic, and work better. Happiness drives results.
• We view our clients, partners, and employees as the key drivers of project success and company growth.
• Ethical relationships foster the prestige and recognition that constitute a company's greatest assets.
• We consistently provide the best possible service experience to our clients.
• The pursuit of new technologies is a daily endeavor. Keeping pace with market evolution is the key to delivering excellence.

Main responsibilities

• Monitor events, ensuring adherence to service and resolution deadlines.
• Provide technical support for hardware and software.
• Install approved software.
• Reinstall Windows and create/deploy images on desktops, laptops, and All-in-One PCs.
• Perform IMACD (Install, Move, Add, Change, and Remove) activities for hardware and software.
• Provide remote support for mobile telephony, including device configuration, app installation, and carrier liaison.
• Support the IT environment, including desktops, laptops, monitors, mobile devices, printers, scanners, plotters, VoIP equipment, Wi-Fi, network devices, and videoconferencing systems.
• Interact with vendors and manufacturers regarding equipment maintenance and replacement.
• Monitor communication, printing, and network services, troubleshooting and escalating incidents as necessary.
• Manage users and permissions in Active Directory and Microsoft Entra ID.
• Administer Google Workspace tools.
• Manage devices via Intune, SCCM, and MDM.
• Support Windows, macOS, Citrix, VDI, VPN, and RDS environments.
• Support SentinelOne and IRU.
• Provide remote support using remote access tools.
• Support network infrastructure by diagnosing connectivity, latency, firewall, and proxy issues.
• Log, track, and update tickets in ITSM tools.
• Maintain the confidentiality of sensitive information and documents.
• Install, configure, and perform preventive and corrective maintenance on IT equipment.

Requirements and skills

• Degree or currently pursuing a degree in Information Technology or related fields.
• Minimum of 3 years of experience in IT technical support.
• Fluent English.
• Strong communication skills.
• Experience with advanced troubleshooting for Windows 10, Windows 11, and macOS.
• Knowledge of endpoint management using Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), and MDM solutions.
• Knowledge of Microsoft Active Directory (AD DS) and Microsoft Entra ID (Azure AD).
• Experience with Google Workspace administration (Mail, Drive, and Meet).
• Knowledge of corporate VPNs and secure remote access.
• Knowledge of Citrix Virtual Apps and Desktops, VDI, and Remote Desktop Services (RDS) environments.
• Knowledge of remote access tools such as NinjaOne/Ninja Desk, AnyDesk, TeamViewer, BeyondTrust, and Microsoft Remote Help.
• Knowledge of network protocols: TCP/IP, DNS, DHCP, VLAN, NAT, and Proxy.
• Knowledge of firewalls and proxies for diagnosing connectivity and latency issues.
• Basic knowledge of Microsoft Azure and/or AWS.
• Basic knowledge of SentinelOne (Endpoint), Zscaler, and IRU (Identity).
• Knowledge of Information Security best practices.
• Experience with ITSM tools such as Jira, ServiceNow, or similar.
• Knowledge of technical documentation and the creation of operational procedures.

Additional information

Feedback and monthly 1:1s for tracking progress and professional development.

Individual Development Plan (IDP).

Training and skill-building sessions for individuals and teams.

Here, we value people, encourage continuous development, and believe that growing together is the best way to achieve great results. Come join a team that fosters collaboration, innovation, and learning every day!