We are seeking a bilingual Senior Support Analyst to provide technical support and maintain IT environments, ensuring infrastructure availability, stability, and performance, as well as delivering 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 resolution of incidents and service requests 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 management) * Microsoft 365 (Exchange, Teams, OneDrive, SharePoint – operational level) * Execute user and IT asset onboarding and offboarding activities. * Log, track, and close tickets using ITSM tools. * Collaborate with vendors and technical teams to resolve requests. * Support preventive and corrective maintenance activities. * Maintain up-to-date 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). 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 proficiency for oral and written communication. * Strong analytical, organizational, and communication skills. Desirable: * Knowledge of cloud environments (Azure, AWS, or GCP). * Familiarity with virtualization technologies (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 and transportation allowances, medical and dental insurance, life insurance. * Working hours: 8:00 AM to 5:00 PM. * Work model: On-site. * Location: South Zone / São Paulo.