SENIOR TECHNICAL SUPPORT ANALYST

Description

Job Summary: IT UNIVERSE is seeking a professional with experience in IT technical support to ensure excellence in service delivery and incident resolution, promoting both company happiness and growth. Key Highlights: 1. Company recognized as a Great Place to Work (GPTW) 2. Focus on employee happiness and project success 3. Work with companies of varying sizes and international presence **About IT UNIVERSE** We are a well-established IT company with over 16 years of history. As an integrator of IT solutions, we offer a broad portfolio of products and services and operate across companies of varying sizes, with a presence in Brazil, the United States, and Mexico. We take pride in being recognized by Great Place to Work (GPTW) as one of the best companies to work for. **What Guides Us?** * Happiness \- Promoting happiness within our company is our daily mission. Happy people live longer, are more optimistic, and perform better at work. Happiness drives results. * Viewing our customers, partners, and employees as the primary drivers of project success and company growth. * Ethical relationships bring prestige and recognition—the greatest assets a company can possess. * Consistently delivering the best possible customer service experience. * Continuously pursuing new technologies. Keeping pace with market evolution is key to delivering excellence. **Responsibilities and Duties:** * Monitor incidents, ensuring adherence to response and resolution timeframes. * Provide technical support for hardware and software. * Install approved software. * Reinstall Windows and create/deploy images on desktops, laptops, and All\-in\-One PCs. * Perform IMACD (Installation, Movement, Addition, Change, and Removal) activities for hardware and software. * Provide remote support for mobile telephony, including device configuration, application installation, and carrier coordination. * Support the IT environment, including desktops, laptops, monitors, mobile devices, printers, scanners, plotters, VoIP equipment, Wi\-Fi, networking devices, and videoconferencing systems. * Coordinate with vendors and manufacturers regarding equipment maintenance and replacement. * Monitor communication, printing, and network services, resolving and escalating incidents as required. * Manage users and permissions in Active Directory and Microsoft Entra ID. * Administer Google Workspace tools. * Manage devices via Intune, SCCM, and MDM. * Support Windows, macOS, Citrix, VDI, VPN, and RDS environments. * Support SentinelOne and IRU. * Deliver remote support using remote access tools. * Support network infrastructure, diagnosing connectivity, latency, firewall, and proxy issues. * Log, track, and update tickets in ITSM tools. * Maintain confidentiality of sensitive information and documents. * Install, configure, and perform preventive and corrective maintenance on IT equipment. **Requirements and Qualifications:** * Completed or ongoing Bachelor’s degree in Computer Science or related fields. * Minimum of 3 years’ experience in IT technical support. * Fluency in English. * Excellent communication skills. * Experience in advanced troubleshooting for Windows 10, Windows 11, and macOS. * Knowledge of endpoint management using Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), and MDM. * Knowledge of Microsoft Active Directory (AD DS) and Microsoft Entra ID (Azure AD). * Experience administering Google Workspace (Mail, Drive, and Meet). * Knowledge of enterprise VPNs and secure remote access. * Knowledge of Citrix Virtual Apps and Desktops, VDI, and Remote Desktop Services (RDS). * Familiarity with remote access tools such as NinjaOne/Ninja Desk, AnyDesk, TeamViewer, BeyondTrust, and Microsoft Remote Help. * Knowledge of networking protocols: TCP/IP, DNS, DHCP, VLAN, NAT, and Proxy. * Knowledge of firewalls and proxies for diagnosing connectivity and latency issues. * Basic knowledge of Microsoft Azure and/or AWS. * Basic knowledge of SentinelOne (Endpoint), Zscaler, and IRU (Identity). * Understanding of Information Security best practices. * Experience with ITSM tools such as Jira, ServiceNow, or similar. * Knowledge of technical documentation and creation of operational procedures. Compensation: €3,000.00 \- €3,800.00 per month Work Location: On-site