Senior IT Support Analyst

Description

Job Summary: A technology-passionate professional to work in a dynamic environment, providing second-level support and ensuring the stability and security of BYD's IT infrastructure. Key Highlights: 1. Strategic involvement in a dynamic environment 2. Second-level IT support for infrastructure 3. Collaboration with network, infrastructure, and security teams We are seeking technology-passionate professionals to work in a dynamic and strategic environment, contributing to the stability, security, and efficiency of **BYD**'s IT infrastructure. In this role, you will be responsible for delivering second-level support to corporate and industrial users, ensuring service delivery within established SLAs and KPIs. Responsibilities include account and access management, system configuration, preventive equipment maintenance, activity logging in ITSM tools, incident resolution, and coordination with infrastructure and cybersecurity teams to address more complex requests. **Responsibilities and Duties** * Diagnose and resolve complex incidents involving hardware, operating systems, or network connectivity, ensuring user satisfaction and SLA compliance; * Install and configure company-standard software packages, VPN clients, and endpoint security solutions; * Manage user accounts, GPOs, and permissions in Active Directory, adhering to the principle of least privilege; * Maintain CMDB accuracy by documenting configuration changes, license usage, and equipment status; * Collaborate with Network, Infrastructure, and Security teams to investigate and resolve escalated incidents; * Perform preventive maintenance on workstations, printers, and meeting room equipment to ensure business continuity; * Execute remote software deployment and updates using Intune, SCCM, or similar endpoint management platforms; * Document solutions, create knowledge base (KB) articles, and regularly update troubleshooting guides; * Support onboarding and offboarding processes, including account creation, equipment provisioning, and data sanitization; * Validate endpoint compliance with patch and antivirus policies, reporting deviations to management; * Participate in asset audits, ensuring equipment traceability via QR Code or RFID; * Suggest process improvements, automation scripts, or dashboard metrics to increase operational efficiency; * Ensure alignment with ITIL best practices and corporate IT service management policies. **Requirements and Qualifications** * Bachelor’s degree in Information Technology, Computer Engineering, or related field; * Solid experience with Windows and Linux environments, user account management, and endpoint configuration; * Familiarity with Active Directory, GPO, and Microsoft 365 administration; * Experience resolving hardware, printer, and software issues in corporate environments; * Intermediate knowledge of networking, VPNs, and remote connectivity; * Experience using ITSM tools for ticket, incident, and change management; * **Intermediate English** for technical documentation, reporting, and communication with vendors; * Analytical mindset and ability to diagnose recurring issues; * Excellent communication skills for cross-departmental collaboration; * Attention to detail in inventory management, CMDB updates, and asset traceability; * Knowledge of Brazilian NR safety regulations for field support and on-site interventions; * Ability to manage multiple concurrent incidents while maintaining service quality; * Commitment to customer satisfaction, process improvement, and service excellence. **Preferred:** * Desired certifications: CompTIA A\+, ITIL Foundation, or Microsoft 365 Fundamentals; * CompTIA Network\+ or CompTIA Server\+; * Microsoft Certified: Endpoint Administrator Associate (MD\-102\); * Microsoft 365 Administrator Expert (MS\-102\); * ITIL Intermediate (Service Operation or Incident \& Change Management); * ISO/IEC 27001 Internal Auditor (Awareness or Foundation); * Microsoft Intune Certification – Device and Application Management; * Professional SCCM / Endpoint Configuration Manager Certification; * CompTIA Security\+ (Cybersecurity Fundamentals); * LGPD training or equivalent internal data protection program; **Additional Information** At BYD, we prioritize our employees’ well-being and continuously seek improvements to our benefits package. Your package will include: * Health and dental insurance for you and your dependents; * Golden Farma Card for purchases at registered pharmacies, with direct payroll discounts applicable to medications as well as hygiene and beauty items; * Well Hub for physical and mental health care; * On-site cafeteria meals and Meal Allowance to assist with monthly grocery expenses; * Chartered transportation or Fuel Assistance; * Collective life insurance provided by Porto Seguro, with no payroll deduction; * Daycare assistance for dependents, subject to eligibility rules. **BYD (*****Build Your Dreams*****)** is a high-tech enterprise with a mission to create technological innovations for a better life. Founded in 1995, we operate over 30 industrial parks and are present in more than 70 countries, delivering excellence across electronics, automotive, clean energy, and transportation industries. BYD is committed to sustainable development, guided by its core values of excellence, pragmatism, passion, and innovation in promoting energy generation, efficient energy storage, and electric mobility. We have been present in Brazil since 2015, with facilities in Campinas and São Paulo, Manaus, and now Camaçari. We specialize in manufacturing solar panels, batteries, and electric bus chassis, and will soon begin production of plug-in hybrid and fully electric vehicles at our Camaçari, Bahia factory. We also market automobiles, trucks, vans, disposable masks, and electric forklifts, and are implementing a Skyrail project in São Paulo, where we will supply trains and systems for Metro Line 17 – Ouro. If you, like us, are practical, goal-oriented, innovative, passionate about your work, and focused on excellence, join our team and help build a greener future! So, does this profile fit you?