Senior Technical Support Analyst

Description

**About the position** We are an IT services company specializing in infrastructure management and consulting, located in Caieiras\-SP. We are seeking a Senior Technical Support Analyst to join our technical support team, ensuring the efficient and secure operation of our clients' infrastructure. You will be responsible for maintaining a stable and scalable IT operational base, directly contributing to our clients' business productivity. This position involves system, network, and Microsoft environment administration, as well as supporting improvements and operational routines. End-user support will be a fundamental part of your daily activities, along with occasional IT environment deployments and maintenance. If you are proactive, dynamic, possess a problem-solving mindset, have the ability to implement improvements in IT services and processes, and enjoy seeing users and clients satisfied, this is the perfect opportunity for you! **Responsibilities and duties** Service Desk, Level 1/Level 2 Support, Management and Projects. * Provide on-site and remote support to end users and VIPs, ensuring agility and quality in incident resolution. * Record support activities in the MSP, ITSM, Service Desk platform (tool in English). * Follow change management (CM) and incident management processes in compliance with ITIL best practices. * Prepare and analyze managerial reports on availability, performance, and capacity (KPIs and SLAs). * Create and update IT environment diagrams and topologies. * Create and update procedures and documentation in the Service Desk knowledge base. * Analyze and recommend continuous improvements for our clients' IT environments. * Basic knowledge of physical infrastructure (structured cabling, fiber optics, UPS, rack organization, etc). * Account, licensing, and security management in Microsoft 365, SharePoint, Entra ID, and Google Workspace environments. * Manage daily backup routines and perform restoration tests. * Apply technical patch management windows and remediate security vulnerabilities in operating systems and applications. * Monitor (NOC), links, availability, and performance (Zabbix and PRTG). * Interact with vendors and external support (telecom providers, technical assistance, equipment leasing, procurement, etc). * Assemble onboarding kits for new employees and collect equipment from departing employees (offboarding). * Control inventory of IT equipment and supplies; manage and process IT procurement requests. * Support leadership in proposing and implementing improvements to employee work experience, leveraging technology as an enabler. * Prepare monthly managerial presentations and reports in PowerPoint and Excel (charts) for managers and directors. * Administration of physical and virtual servers (Hyper\-V, AWS, Google Cloud) running Microsoft Windows Server environments. * Administration of the Microsoft ecosystem (Active Directory, DNS, DHCP, File Server, DFS, NPS, and other components). * Basic to intermediate Linux knowledge. * Scripting knowledge (PowerShell or Shell Script) for automation of routine tasks. * Administration of network assets (LAN, WAN, VLANs) and communication protocols, including VPN, MPLS, and SD\-WAN solutions. * Experience with monitoring tools (Zabbix, Grafana, or similar). * Corporate Wi\-Fi solutions (Unifi, Ubiquiti, or similar). * Knowledge of Bitdefender antivirus (Gravity Zone) and EDR/XDR tools. * Implement information security policies and continuously monitor them proactively. * Firewall management (PFsense, Fortinet, SonicWall, or similar). **Requirements and qualifications** * Bachelor's degree in Information Technology or related fields. * Solid experience in network and connectivity administration. * Experience in virtualized environments. * Knowledge of network security protocols. * Familiarity with backup tools. * Intermediate English proficiency. **Soft Skills:** * Proactivity: Ability to anticipate problems and propose innovative solutions. * Analytical mindset: Ability to diagnose failures and suggest optimizations. * Strong communication: Clarity in interactions with users and technical teams. * Teamwork: Collaboration across various IT and business areas. * Autonomy: Ability to manage priorities and execute tasks efficiently. * Willingness to travel (valid driver's license required). * Easy access to Caieiras\-SP. Employment type: Full-time CLT contract. Benefits: * Health insurance * Meal allowance * Food voucher * Transportation voucher Work location: On-site Compensation: R$3\.000,00 \- R$3\.750,00 per month Benefits: * Health insurance * Meal allowance * Food voucher * Transportation voucher Work location: On-site