**About IT UNIVERSE** We are a reputable IT company with over 15 years of history in the market. As an IT solutions integrator with a broad portfolio of products and services, we serve enterprises of all sizes and operate in Brazil, the United States, and Mexico. **What guides us?** * Happiness — Promoting happiness within our company is our daily mission. Happy people live longer, are more optimistic, and perform better at work. Happiness drives results. * Viewing our clients, partners, and colleagues as the primary drivers of project success and company growth. * Ethical relationships bring prestige and recognition—the greatest assets a company can possess. * We consistently deliver the best possible customer service experience. * Pursuing new technologies is an everyday effort. Keeping pace with market evolution is key to delivering excellence. **Responsibilities and Duties** * Providing on-site technical support for hardware and software equipment; * Applying ITIL practices and processes; * Knowledge of monitoring tools; * Knowledge of ITSM and incident management; * Knowledge of backup solutions; * Oversight and control of governance services, contracts, and third-party service providers; * Administration of TCP/IP, LAN, and WAN networks; * Management of file services and permissions; * Management of print and directory services; * Control and management of IT, telephony, and equipment assets; * Advanced troubleshooting of infrastructure incidents and performance issues; Level 2 and Level 3 support for critical incidents (e.g., internet outage from link provider); * Management of servers in hybrid environments; * Basic-level firewall support; * Support for Windows Server 2016/2019; * Telephony support, including dispatching technicians for telephone device replacement or configuration; * Support for software, applications, and legacy corporate systems (intermediate level, excluding specialized systems such as SAP, Oracle, etc.); * IMAC activities (Installation, Move, Add, Change, and Removal) for hardware and software; * Installation of approved software; * Support for production environments comprising desktops, monitors, notebooks, mobile devices, network devices, printers, scanners, plotters, VoIP equipment, WiFi, and video conferencing equipment; * Monitoring local communication, printing, and networked system services; resolving issues; and escalating incidents reported via monitoring systems, users, or vendors; * Maintaining confidentiality of sensitive and/or classified information documents; * Performing basic hardware, software, and telephone installations and configurations; * Performing preventive/corrective maintenance on IT equipment. **Requirements and Qualifications** * Bachelor’s degree completed or in progress in Computer Science, Computer Engineering, or related field; * Experience configuring and maintaining Cisco switches and Fortinet firewalls; * Knowledge of networking protocols, including TCP/IP, DNS, DHCP, VLAN, VPN, BGP, LOAD BALANCE, FAILOVER, WEB FILTER, PROXY; * Knowledge of operating systems: Windows Server 2012 through 2019, Linux CentOS, Debian, and Ubuntu; * Virtualization environments: VMware, Hyper-V, and Cloud (AZURE); * Backup tools: Veeam and CommVault; * Ability to troubleshoot network issues and prioritize incidents effectively; * Networking certifications such as CCNA, CCNP, Network+, or similar are welcome; * Proactive, dynamic, and flexible; * Intermediate English. **Additional Information** Health Insurance; Dental Insurance (Optional); Gympass / Wellhub (a health and wellness platform offering access to gyms and/or online workouts); Meal Voucher and Transportation Voucher—benefit card accepted by thousands of establishments; Pharmacy Benefit Program; Monthly 1:1 Feedback between leader and team member—to foster a transparent, high-performance culture. We discuss development and give/receive feedback to build lasting relationships; IDP — Individual Development Plan: jointly built by leader and team member to support professional growth; Training programs (individual and team-based); Leadership Development Program (LDP): encouraging the development of future leaders. A relaxed environment, colleagues who may become your friends, unlimited coffee, numerous benefits, inspiring leaders, and diverse training opportunities to advance your professional career. And there’s more! In addition to working at our headquarters, you’ll also have opportunities to work at our clients’ sites. ;)