112 - Senior Support Analyst - Intermediate Spanish

Description

Job Summary: Act as a technical reference and team leader for Level 3 support, supervising the team and enhancing IT processes with a focus on user experience. Key Highlights: 1. Acting as a technical reference (Level 3) for complex incidents 2. Supervising and providing technical training to the support team 3. Analyzing operational metrics and improving ITIL processes **Start Date:** As soon as approved **Duration:** Indefinite — join the consulting firm's team **Responsibilities:** Serve as the technical reference (Level 3\) for resolving complex incidents not resolved by previous levels, performing advanced troubleshooting on workstations (Windows/macOS), Office 365, VPN, corporate software, peripherals, and mobile devices; conducting root cause analysis; and ensuring solutions are documented in the knowledge base. Provide technical supervision to the support team, monitoring performance, reviewing tickets, promoting continuous training, supporting shift management, and leading technical onboarding of new members. Act as the escalation point for critical incidents, ensuring effective communication with leadership and strategic departments. Analyze operational metrics (SLA, MTTR, FCR, and user satisfaction), propose improvements to service desk processes based on ITIL best practices, participate in technological evolution projects, and maintain focus on user experience. Maintain and enhance technical documentation and the knowledge base. Represent the IT department to business units, align expectations, conduct satisfaction surveys, and ensure clear, professional, and excellence-oriented communication. **Location:** Hybrid work in São Paulo \- SP **Expenses:** Reimbursable **Requirements:** Bachelor’s degree in Information Technology, Information Systems, Computer Engineering, or related fields. Minimum of 6 years in end-user technical support, with strong experience resolving complex issues (Level 3\). Minimum of 2 years leading support teams (formally or informally), with proven ability to mentor, train, and develop people. Proficiency in Windows 10/11 (configuration, troubleshooting, imaging) and advanced knowledge of macOS. Expertise in Office 365 (Outlook, Teams, SharePoint, OneDrive, Advanced Excel). **Infrastructure:** Solid understanding of Active Directory (users, groups, permissions, basic GPOs), networking (TCP/IP, DNS, DHCP, VPN), and connectivity troubleshooting. Experience managing the lifecycle of equipment (laptops, desktops, printers, peripherals). In-depth knowledge of ITIL (incident, problem, change) and experience with service desk tools. Ability to communicate effectively across all hierarchical levels — from end users to executive management. Intermediate Spanish proficiency. **Desirable:** **Certifications:** ITIL Foundation, CompTIA A\+, Microsoft 365 Certified, Microsoft Endpoint Manager (Intune), or equivalent. Postgraduate degree in IT Management