IT Support Engineer (Brazil)

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Requirements:

• 4+ years of experience in an IT Operations or IT Support role.
• Proficient in English.
• Strong oral communication skills.
• Strong written communication skills for technical documentation.
• Knowledge of AWS Cloud support.
• Experience with Okta, Slack, MDM/UEM, Office 365, and Endpoint Central.
• Experience with Google Workspace for Business configuration.
• Excellent software and hardware troubleshooting and problem-solving skills.
• Strong configuration and troubleshooting skills in MacOS and Windows.
• Proficient in IT Service Desk and Remote Desktop Support.
• Scripting experience in Bash, Python, Perl, or PowerShell.
• Strong time management skills.
• Skilled with industry-standard software and hardware management tools.

Responsibilities:

• Serve as the first point of contact for employees' software/hardware requests and technical assistance.
• Perform remote troubleshooting and software installation.
• Escalate issues to the next level of support when necessary.
• Resolve tickets according to the established SLAs.
• Maintain and update technical documentation in Confluence.
• Improve current processes with automation and scripting.
• Gather and analyze data to diagnose problems and fix technical issues.
• Manage and monitor laptop and desktop computer systems health.
• Conduct manual and automated patch management and software deployments.
• Change configurations, settings, and permissions to fix computer issues.
• Update employees on the status of their service requests.
• Log all service requests and update Jira tickets as needed.