Job Summary: We are seeking a Bilingual Support and Infrastructure Analyst to manage technical support and IT infrastructure operations, ensuring service continuity, SLA compliance, and high user satisfaction. Key Highlights: 1. Ensure continuity of local support and infrastructure services. 2. Manage incidents, problems, and changes according to ITIL practices. 3. Serve as the focal point between operations and the global IT team, with English-language interaction. We seek a Bilingual Support and Infrastructure Analyst to handle technical support and IT infrastructure operations, ensuring service continuity, SLA compliance, and a high level of satisfaction among internal and external users and customers. **Responsibilities:** * Ensure continuity of end-user support and local infrastructure services. * Ensure operation, availability, and performance of environments for: + Networks (LAN, WAN, Wi\-Fi, VPN) + Servers (physical and virtual) + Cloud and hybrid environments + Endpoints (laptops, desktops, mobile devices) * Monitor and ensure compliance with SLAs, KPIs, and operational metrics. * Manage incidents, problems, changes, and requests in accordance with ITIL practices. * Coordinate resolution of critical incidents and escalations. * Coordinate user and IT asset onboarding and offboarding activities. * Develop and track technical, operational, and executive reports. * Maintain documentation of processes, procedures, and technical environments. * Support continuous improvement, standardization, and process automation initiatives. * Collaborate with Information Security, Networking, Infrastructure, and Project teams. * Serve as the focal point between operations and the global IT team, requiring English-language interaction. Requirements: * Prior experience in Technical Support and IT Infrastructure. * Experience in medium- or large-scale corporate environments. * Advanced or fluent English (reading, writing, and speaking). * Experience managing technical teams and tracking metrics. * Completed or ongoing degree in IT or related field. * Solid knowledge of: * TCP/IP, DNS, DHCP networking * Windows and Linux operating systems * Microsoft environments (AD, M365, Azure – desirable) * ITSM tools (ServiceNow, GLPI, Freshservice, Jira, or similar) *Desirable:* * ITIL, Microsoft, Cisco, or similar certifications. * Experience with cloud environments (Azure, AWS, GCP). * Knowledge of basic Information Security practices. *Additional Information:* * Compensation: R$ 6\.000,00 CLT. * Benefits: Meal voucher (VR), transportation voucher (VT), Amil medical and dental insurance, life insurance. * Working hours: 8:00 AM to 5:00 PM. * Work model: 100% on-site. * Location: Morumbi.