Senior Technical Support Analyst

Description

Job Summary: A technical support professional focused on Service Desk, access management, and on-site support with hardware maintenance and infrastructure support. Key Highlights: 1. Technical support at Service Desk, Level 1/Level 2, including ticket triage and resolution. 2. Access management, including Active Directory, Azure AD, and MFA. 3. On-site (Field) support, hardware maintenance, and inventory management. #### **Key Responsibilities** **Service Desk:** * Level 1/Level 2 support; * Ticket triage and resolution via ITSM; * Remote/on-site support; * Documentation of solutions; * SLA monitoring. **Access Management:** * Account provisioning/deprovisioning; * Maintenance in AD/Azure AD (Entra ID); * MFA configuration; * Periodic permission reviews; * Enforcement of compliance policies. **Field (On-site Support):** * On-site installation and configuration of equipment; * Preventive/corrective hardware maintenance; * Inventory management; * Physical infrastructure support (cables, printers, peripherals); * Occasional travel to external locations/unites as required. #### **Technical Competencies (Hard Skills)** * Windows 10/11 (advanced) and basic knowledge of macOS * Active Directory, Azure AD/Entra ID, and IAM fundamentals * ITSM tools (ServiceNow, Jira, GLPI or similar) * Hardware diagnostics, basic networking (TCP/IP, DNS, DHCP, Wi-Fi), and MDM (Intune, Jamf, etc.) * Knowledge of ITIL, LGPD, and information security best practices #### **Preferred Qualifications (not mandatory)** * Certifications: ITIL Foundation, Microsoft MD-102, CompTIA A+ or similar * Experience in multi-location or branch environments #### **Behavioral Competencies (Soft Skills)** * Clear and empathetic communication with users of varying technical proficiency * Agile problem-solving and analytical thinking under pressure * Organization, time management, and ability to prioritize concurrent tasks * Proactivity, adaptability, and collaborative attitude * Attention to detail and ethics in handling credentials and sensitive data