**Position: Support Analyst II – São Paulo/SP (Holiday Coverage)** **Employment Type:** Temporary **Period:** December 29, 2025 to January 11, 2026 **Location:** Av. Dr. Arnaldo, 361 – Saúde/Pacaembu – São Paulo/SP ILHASERVICE is seeking a **Support Analyst II** to work on-site at a public-sector client, providing technical support, maintenance, and user assistance. **Responsibilities** ----------------------- * Provide technical support, installation, and configuration of IT equipment. * Analyze and diagnose incidents, with possible interaction with vendors. * Install and configure Windows operating systems (7/8/10/11). * Support Microsoft tools (Office 365, Outlook, Teams, OneDrive). * Install client-approved software (antivirus, PDF readers, plugins). * Install specific systems based on provided manuals and tutorials. * Verify cabling and network infrastructure (crimping and switch installation). * Log and track incidents in the Service Desk system. * Develop and update procedures and knowledge base articles. * Identify automation opportunities and suggest appropriate tools. **Technical Requirements** ----------------------- * **Education:** Bachelor’s degree in IT (completed). * **Experience:** Minimum 3 years in technical support. * **Mandatory Certifications:** * **ITIL V4** or higher * **MD-102 – Endpoint Administrator** (or equivalent) * **Required Knowledge:** * Linux (basic) * Windows 7 or newer (advanced) * Active Directory * Office 365 and Office 2016+ * MD-100 / MD-101 * Networking (wired and wireless), TCP/IP, security, and encryption * Hardware maintenance (advanced) * Basic English for reading **Behavioral Competencies** -------------------------------- * Clear communication (verbal and written). * Calm, professional, and tolerant demeanor. * Ability to adapt to standards and procedures. * Dynamism in user support. **Job Conditions** --------------------- * **Salary:** BRL 2,651.48 * **Working Hours:** Monday to Friday, 8:00 AM to 5:00 PM (200 hours/month) * **Nature of Role:** Holiday coverage * **Benefits:** * Meal Allowance (BRL 30.00 – 20% employee contribution) * Transportation Voucher * SESC Membership * Life Insurance * Health Plan Minimum Education Level: Bachelor’s Degree