Job Summary: Bilingual Senior Support Analyst to provide technical support and IT environment maintenance, ensuring system availability and delivering high-quality technical assistance to users and customers, including in English. Key Highlights: 1. Hands-on involvement with autonomy in resolving medium-complexity incidents. 2. Direct interaction with global teams and vendors. 3. Fluent communication in Portuguese and English. We are seeking a Bilingual Senior Support Analyst to deliver technical support and maintain IT environments, ensuring infrastructure availability, stability, and performance, as well as providing high-quality technical assistance to internal and external users and customers, including in English. The professional will work hands\-on, with autonomy to resolve medium-complexity incidents and engage directly with global teams and vendors. **Responsibilities:** * Provide Level 1 and Level 2 technical support to users, both on-site and remotely. Handle incident and request resolution related to: * Windows and Linux operating systems * Desktop, laptop, and peripheral hardware and software * LAN, WAN, Wi\-Fi, and VPN networks * Perform troubleshooting for medium-complexity incidents. Support infrastructure environment administration: * Active Directory (user, group, and permission creation) * Microsoft 365 (Exchange, Teams, OneDrive, SharePoint – operational level) * Execute user and IT asset onboarding and offboarding activities. * Log, track, and close tickets in ITSM tools. * Interact with vendors and technical departments to resolve requests. * Support preventive and corrective maintenance. * Maintain updated technical documentation and procedures. * Comply with ITIL processes and information security policies. * Communicate with users and customers in Portuguese and English. Requirements: * Prior experience as a Support or Infrastructure Analyst (mid-level); * Completed or ongoing undergraduate degree in Information Technology. * Solid knowledge of:* * Windows (10/11\) and basic Linux concepts * Networking: TCP/IP, DNS, DHCP * Active Directory * Microsoft 365 * Experience with ticketing tools (ServiceNow, GLPI, Freshservice, Jira, or similar). * **Advanced English** for oral and written communication with international teams. * Strong analytical, organizational, and communication skills. *Desirable:* * Knowledge of cloud environments (Azure, AWS, or GCP). * Familiarity with virtualization (VMware, Hyper\-V). * Experience with basic scripting (PowerShell). * Certifications such as ITIL, Microsoft, CompTIA, or similar. *Additional Information:* * Compensation: R$ 4\.000,00 CLT. * Benefits: Meal voucher (VR), transportation voucher (VT), Amil medical and dental insurance, and life insurance. * Working hours: 8:00 AM to 5:00 PM. * Work model: 100% on-site. * Location: Morumbi.