- First/Second line IT support for company internal users and contractors;
- Installing, configuring and troubleshooting user laptops, workstations, printers, mobile devices and other office IT equipment;
- Configuring, administering and updating Windows, MAC, Linux operating systems on user devices;
- Managing user device environment using user device management tools (e.g. AirWatch, ISL);
- Creating and managing user accounts in Okta, AD, Office 365 and other systems;
- Physical network related tasks (patching, device installation, ports assignment);
- Server and network equipment installation and cable patching in data centers and server rooms.
- Server and network equipment maintenance;
- Keeping inventory of IT purchases and assets - creating/updating inventory records, assigning equipment to users, auditing inventory, performing decommissioning;
- Working closely with the facility and security teams to resolve security issues;
- Constant development and improvements of local IT infrastructure.
- Installation and configuration as per solution designs and architecture and following system change requests for office and DC IT infrastructure and computer hardware;
- Providing IT assets management according to internal procedures;
- Providing service/system operations and regular/ad-hoc maintenance to ensure fulfilment of service availability and security requirements;
- Providing accurate service/system metrics data and reporting on service/system availability, capacity and security;
- Timely incident resolution, escalation to third party suppliers and problem analysis and resolution;
- Provisioning system updates and deployments according to respective internal procedures;
- User request fulfilment according to established SLAs.
Requirements
- IT-related education or experience
- Fluent Portuguese and English, written and spoken
- Power user of MS Office or other office software
- Experience in deployment and support of Microsoft Windows, MacOS, iOS, Linux operating systems, and business software
- Experience in computer, laptop, printer, mobile device configuration and support
- Knowledge of network service management and support (e.g. AD, DNS, VPN solutions, WiFi etc.)
- Experience with Windows Server Environment
- Experience with workstation infrastructure management platform - architecture, hierarchy configuration, OSD, patching, application packaging etc.
- At least 3 years of experience in IT Support role
- Good communication and presentation skills
- Ability to create structured documentation
- Teamwork skills, ability to take decisions, solve problems independently and in the team and work under high pressure working conditions
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