SENIOR TECHNICAL SUPPORT ANALYST

Description

Job Summary: We are seeking an IT Support Technician to support events, provide technical support for hardware and software, and manage Windows, macOS, Citrix, and Google Workspace environments. Key Highlights: 1. Company recognized by GPTW as one of the best places to work 2. Focus on happiness, ethics, and excellence in customer service 3. Opportunities for continuous professional development and growth **About IT UNIVERSE** We are a reputable IT company with over 16 years of history in the market. As an integrator of IT solutions, we offer a broad portfolio of products and services and operate across organizations of various sizes, with presence in Brazil, the United States, and Mexico. We are proud to be 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. * We consistently deliver the best possible customer service experience. * Pursuing new technologies is a daily effort. 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 activities (Installation, Movement, Addition, Change, and Removal) for hardware and software. * Provide remote support for mobile telephony, including device configuration, application installation, and carrier interface. * 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 needed. * 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. * Provide 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 of experience in IT technical support. * Fluency in English. * Excellent communication skills. * Experience with advanced troubleshooting on 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. **Additional Information** Monthly feedback and one-on-one meetings to monitor progress and professional development. Individual Development Plan (IDP). Training sessions and capacity-building programs for individuals and teams. Here, we value people, encourage continuous development, and believe that growing together is the best way to achieve outstanding results. Join a team that fosters collaboration, innovation, and daily learning! A relaxed environment, colleagues who may become your friends, unlimited coffee, numerous benefits, inspiring leaders, and diverse training opportunities to advance your professional career. And there’s more! In addition to working at our headquarters, you’ll also have the opportunity to work at our clients’ offices. ;)