Senior IT Support Analyst

Description

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 leading the resolution of complex incidents and problem management within the IT Support domain, ensuring process standardization and compliance with IT governance and the **General Data Protection Law (LGPD)**. This position also involves guiding analysts, supporting internal and external audits, and acting as the interface with vendors for warranty management and specialized technical support. **Responsibilities and Duties** * Lead critical incident management (P1 and P2), coordinating cross-team responses and documenting Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA); * Analyze trends in recurring problems to identify root causes and propose long-term corrective actions; * Supervise the IT hardware lifecycle, ensuring appropriate acquisition, maintenance, and disposal per company policies; * Audit software compliance and optimize license usage through inventory reconciliation and vendor reports; * Develop and maintain Standard Operating Procedures (SOPs), Knowledge Base Articles (KBAs), and troubleshooting templates for support processes; * Train and guide junior and mid-level analysts by conducting workshops on user support and excellence in problem resolution; * Lead endpoint security awareness campaigns, phishing prevention, and best practices for data protection; * Manage vendor relationships, track RMAs (Return Merchandise Authorizations), and validate adherence to SLAs for third-party services; * Support internal and external audits by providing evidence for ISO 27001, ITIL, and LGPD controls; * Review monthly KPI dashboards (MTTR, FCR, CSAT) and propose performance-based improvements; * Serve as the local escalation point for high-impact technical issues, ensuring appropriate communication with management; * Represent the IT Support area in coordination and management meetings, reporting progress and challenges; * Contribute to ITSM tool enhancements by proposing automation rules, new fields, and workflow adjustments; * Promote a culture of continuous improvement within the support team aligned with operational excellence standards. **Requirements and Qualifications** * Bachelor’s degree in Information Technology, Systems, or Computer Engineering; * Experience in corporate IT operations, infrastructure support, or service management; * Advanced technical knowledge in system diagnostics, automation tools, and ITSM workflow management; * Strong understanding of ITIL processes (incident, change, problem, asset, and knowledge management); * Proficiency in Microsoft 365, Intune, SCCM, or equivalent endpoint management solutions; * Excellent coordination and mentoring skills to guide junior and mid-level analysts; * Strong analytical capability to identify root causes and implement preventive actions; * **Fluent English** for technical communication, global meetings, and reporting; * Knowledge of LGPD compliance and data protection procedures; * Strong customer orientation, including executive or VIP user support; * Experience participating in internal and external audits (ISO, LGPD, or security); * Familiarity with CMDB and IT asset lifecycle management aligned with IT governance; * Proven ability to lead small-scale support projects or continuous improvement initiatives; * High ethical standards, discipline, and confidentiality in service operations. **Desirable:** * Microsoft Certified: IT Service Operations Expert (MS\-102 \+ SC\-300\); * ITIL Managing Professional (MP) or ITIL Specialist – Drive Stakeholder Value; * ISO/IEC 27001 Lead Implementer or Auditor (PECB / BSI / EXIN); * Microsoft Certified: Security Operations Analyst (SC\-200\); * CompTIA Cloud\+ (Cloud environment management); * Microsoft Intune / Endpoint Manager Expert Administrator; * ISO 22301 Awareness (Business Continuity Management); * ServiceNow System Administrator or BMC Helix ITSM Professional (optional); * LGPD / GDPR Practitioner (EXIN or IAPP); * Internal BYD training in Process Automation and Service Quality Leadership. **Additional Information** At BYD, we prioritize our employees’ well-being and continuously strive to improve our benefits package. Your package will include: * Medical and dental plans for you and your dependents; * Golden Farma Card for purchases at registered pharmacies, with direct payroll discounts applicable to medications, hygiene, and beauty products; * 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 from Porto Seguro, with no payroll deductions; * 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, automobiles, 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 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, objective, innovative, passionate about your work, and focused on excellence, join our team and help build a greener future! So, do you fit this profile?