Lead IT Support Analyst

Description

Job Summary: Lead IT Support Analyst for on-site and remote support, ensuring stability, efficiency, and quality of services, with technical assistance to the team. Key Highlights: 1. Fundamental role in daily operations and continuous process improvement 2. Technical support and guidance to the support team 3. Collaborative relationships with users and teams We are seeking a Lead IT Support Analyst to provide on-site user support, ensuring stability, efficiency, and quality of IT services. This professional will play a fundamental role in daily operations, providing technical support to the team and contributing to continuous process improvement. **Responsibilities** * Provide senior-level on-site and remote technical support to users (Levels I and II). * Perform corrective maintenance on desktops, notebooks, printers, and peripherals. * Install, configure, and update Windows operating systems and corporate software. * Identify, diagnose, and resolve hardware and software incidents, logging and tracking tickets in the ITSM tool (TopDesk). * Monitor performance metrics and suggest operational improvements. * Provide technical support and guidance to the support team, assisting in task distribution and activity organization. * Maintain collaborative relationships with users, internal teams, and other departments, promoting clear communication and a healthy work environment. * Comply with and enforce internal IT policies and information security standards. Requirements: * Technical education in Information Technology, Microinformatics, or related fields. * Practical experience in technical support, equipment maintenance, and user assistance. Knowledge of: * Windows 7, 10, and 11 operating systems * Microsoft 365 / Office 365 * Basic networking * Remote access tools (TeamViewer) * Organizational skills, task prioritization, and strong communication ability. * Commitment to scheduled hours and adherence to operational routines. Preferred Qualifications (Desirable): * Prior experience or exposure to leading support teams. * Knowledge of ITIL, Active Directory, and inventory/monitoring tools. * Proactive problem identification and solution proposal. **Additional Information:** * Compensation: R$ 4\.500,00 CLT. * Benefits: Medical and Dental Assistance, Life Insurance, Meal and Transportation Allowances, Training Program. * Working Hours: 8:00 AM to 5:00 PM\. * Work Model: On-site. * Location: Paraíso (São Paulo/SP).