Senior Support Analyst - Bilingual

Description

Job Summary: We are seeking a Bilingual Support and Infrastructure Analyst to ensure service continuity, user satisfaction, and coordination with the global IT team. Key Highlights: 1. Strategic involvement in ensuring continuity of IT services and infrastructure. 2. Interaction with the global IT team and management of critical incidents. 3. Opportunity within a corporate environment focused on continuous improvement. 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 compliance with SLAs, KPIs, and operational metrics. * Manage incidents, problems, changes, and requests following 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 closely with Information Security, Networking, Infrastructure, and Project teams. * Serve as the focal point between operations and the global IT team, requiring interaction in English. 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 metrics. * Strong communication skills, organizational ability, and decision-making capability. Solid knowledge of: * TCP/IP networking, DNS, DHCP * Windows and Linux operating systems * Microsoft environments (AD, M365, Azure – preferred) * ITSM tools (ServiceNow, GLPI, Freshservice, Jira, or similar) Desirable: * ITIL, Microsoft, Cisco, or similar certifications. * Experience with cloud environments (Azure, AWS, GCP). * Familiarity with basic 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.