Job Summary: The IT Support Leader will manage a team delivering agile and effective support, ensuring systems, hardware, and software operate without interruption. Key Highlights: 1. Passion for innovation in an agile and challenging environment 2. Coordinate an agile and effective support team 3. Ensure company productivity and minimize disruptions If you are passionate about innovation and seek to work in an agile, collaborative, and challenging environment, this could be your opportunity! The **IT Support Leader** will manage the **Internal Support** team—the everyday heroes of our company—who serve as the first point of contact for all technical issues faced by our employees. This professional will be responsible for coordinating a team that delivers agile and effective support, ensuring our systems, hardware, and software operate without interruption. We seek someone with excellent communication skills and strong diagnostic ability to ensure a positive technological experience across the entire company. The core responsibility of this leader is to maintain internal support as a strategic function that ensures company productivity, minimizing downtime caused by technical issues. For this opportunity, candidates must reside in **Joinville/SC or nearby regions**, with a **hybrid work model**. **Responsibilities and Duties** * **Diagnosis and Resolution:** Diagnose and resolve issues related to hardware (laptops, printers, peripherals, networking equipment) and software (operating systems, corporate applications). * **Documentation:** Create and maintain tutorials, quick guides, and knowledge base articles to empower users to independently resolve common issues. * **SLA Management:** Monitor first-response and resolution times in Zendesk, ensuring no ticket expires or remains unattended. * **Workflow Control (Backlog):** Analyze ticket volume and redistribute tasks between Level 1 (N1) and Level 2 (N2) analysts to prevent analyst overload. * **Escalation Management:** Serve as escalation support for critical or VIP cases unresolved by N2. * **Root Cause Analysis:** Identify recurring issues and propose permanent solutions—not just firefighting. * **Technical Training:** Identify skill gaps within the team (e.g., difficulty with VPN or networking) and conduct training sessions or mentoring. * **Feedback and 1:1s:** Conduct biweekly individual meetings to align expectations, performance, and career development for analysts. * **Customer-Centric Culture:** Promote focus on "User Experience", ensuring support is not only technically sound but also empathetic and solution-oriented. **Requirements and Qualifications** * Proven experience in **technical support**, **Help Desk**, or **Field Service**; * Excellent knowledge and hands-on experience with **operating systems (Windows, Linux, macOS)**; * Experience in **hardware maintenance** (assembly, diagnostics, component replacement); * Experience with **remote access tools** and **Service Desk platforms** for ticket management and **SLA tracking**; * Familiarity with **computer networking** (TCP/IP, DNS, DHCP), supporting the team in incident identification and root cause analysis. * Practical experience in **people management**, including team guidance, performance monitoring, feedback delivery, and developmental support. **Additional Information** **Preferred Qualifications:** * Technical or undergraduate degree in Computer Networks, Systems Analysis, Computer Science, or related fields. * Basic understanding of **ITIL**; * Experience with **videoconferencing systems** (Zoom, Google Meet, Teams); * Basic knowledge of **IP telephony** and **PABX configuration**; * Technical certifications such as **ITIL Foundation**, or Microsoft and Apple certifications. **Work Model** * 8-hour daily schedule (Monday to Friday — Saturdays are not compensated); * CLT employment contract. **We are a Fintech**, a Payment Institution accredited by the Central Bank of Brazil, and **our purpose is to maximize business productivity through technology.** We offer a comprehensive solution for billing management, payments, receivables advance, and serve over 200,000 clients—including self-employed professionals, microentrepreneurs (MEI), and large enterprises. Our dream began in 2010 in Joinville/SC, and we believe the sky is not the limit for our growth. That’s why our team is now spread across many regions of Brazil! **Over 1,000 people dream together with Asaas—collaboratively, innovatively, efficiently, with autonomy and freedom to soar high.** Soaring high requires resources to live and work better—and freedom to manage them. That’s why we welcome and care for our team by offering benefits that support personal and professional growth: **For health and well-being:** We provide full-coverage medical and dental insurance, life insurance, medication purchase assistance, and physical activity support. Additionally, Neon is our partner for financial wellness, and Zenklub supports physical and mental health (offering 4 free monthly therapy or nutritionist sessions). At our headquarters, we also offer *quick massage.* **For meals and family:** Our flexible meal benefit is delivered via a Visa credit card—usable however each person prefers. At our headquarters, we offer *free food*, and for families, we provide childcare assistance, parental support programs, and extended maternity and paternity leave. **For education and growth:** Beyond a challenging and highly developmental environment, we offer an *in-company* training platform and an education assistance program covering 70% of tuition fees for undergraduate degrees and language courses, as well as course and book purchases—ensuring our team never stops learning. **For high-quality remote work:** We provide a Home Office allowance, work equipment, furniture assistance, and partner with WOBA so our employees can use coworking spaces across Brazil whenever desired. Explore our headquarters in Joinville/SC via **this virtual tour**! **Extras—because the Dream Team deserves them:** We offer a birthday *Day Off*, Happy Hour allowance, referral bonuses for new hires, annual goal-based bonuses, a Stock Options plan, and a relaxed, *no dress code* environment!
João Silva
Indeed · HR
João Silva
Indeed · HR
