IT Support Engineer

• 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