Job Summary: We are seeking a Bilingual Support and Infrastructure Analyst to manage technical support and IT infrastructure operations, ensuring service continuity and user satisfaction. Key Highlights: 1. Technical support and IT infrastructure operations 2. ITIL-based incident, problem, and change management 3. English-language collaboration with global IT teams We seek a Bilingual Support and Infrastructure Analyst to handle technical support and IT infrastructure operations, ensuring service continuity, SLA compliance, and a high level of satisfaction among internal and external users and customers. **Responsibilities:** * Ensure continuity of end-user support and local infrastructure services. * Ensure operation, availability, and performance of environments including: + Networks (LAN, WAN, Wi\-Fi, VPN) + Servers (physical and virtual) + Cloud and hybrid environments + Endpoints (laptops, desktops, mobile devices) * Monitor and ensure adherence to SLAs, KPIs, and operational metrics. * Manage incidents, problems, changes, and requests in accordance with ITIL practices. * Coordinate resolution of critical incidents and escalations. * Coordinate user and IT asset onboarding and offboarding activities. * Develop and track technical, operational, and executive reports. * Maintain documentation of processes, procedures, and technical environments. * Support continuous improvement, standardization, and process automation initiatives. * Collaborate with information security, networking, infrastructure, and project teams. * Serve as the focal point between operations and the global IT team, requiring English-language interaction. Requirements: * Prior experience in technical support and IT infrastructure. * Experience in medium- or large-scale corporate environments. * Advanced or fluent English (reading, writing, and speaking). * Experience managing technical teams and tracking performance metrics. * Strong communication skills, organizational ability, and decision-making capability. Solid knowledge of: * TCP/IP networks, DNS, DHCP * Windows and Linux operating systems * Microsoft environments (AD, M365, Azure – preferred) * ITSM tools (ServiceNow, GLPI, Freshservice, Jira, or similar) Preferred Qualifications: * ITIL, Microsoft, Cisco, or similar certifications. * Experience with cloud environments (Azure, AWS, GCP). * Familiarity with fundamental information security practices. **Additional Information:** * Compensation: R$ 6\.000,00 CLT. * Benefits: Meal and transportation vouchers, Amil medical and dental insurance, life insurance. * Working hours: 8:00 AM to 5:00 PM. * Work model: 100% on-site. * Location: Morumbi.
João Silva
Indeed · HR
João Silva
Indeed · HR
