Senior IT Support Analyst

Description

Job Summary: A technology-passionate professional to work in a dynamic and strategic environment, providing second-level support and ensuring the stability, security, and efficiency of the IT infrastructure. Key Highlights: 1. Working in a dynamic and strategic environment focused on technology. 2. Responsible for second-level support and IT infrastructure management. 3. Collaborating with infrastructure and cybersecurity 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 maintenance of equipment, activity logging in ITSM tools, incident resolution, and collaboration 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, Group Policy Objects (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 deployments 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 patching 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 enhance 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 knowledge of 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, reports, 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 NR occupational safety regulations for field support and on-site interventions; * Ability to handle multiple concurrent incidents while maintaining service quality; * Commitment to customer satisfaction, process improvement, and service excellence. **Desirable:** * Preferred 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; * SCCM / Endpoint Configuration Manager Professional 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 discount applicable to both medications and hygiene/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; * Porto Seguro group life insurance, with no payroll deduction; * Daycare assistance for dependents, per eligibility rules. **BYD (*****Build Your Dreams*****)** is a high-tech enterprise committed to creating technological innovations for a better life. Founded in 1995, BYD operates over 30 industrial parks and serves more than 70 countries, delivering excellence across electronics, automobiles, clean energy, and transportation industries. BYD is dedicated to sustainable development, guided by its core values of excellence, pragmatism, passion, and innovation — 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 in Camaçari. We focus on manufacturing solar panels, batteries, and electric bus chassis; soon we will begin producing plug-in hybrid and fully electric vehicles at our Camaçari, Bahia factory. We also commercialize 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, do you fit this profile?