Technical Support Engineer (Brazil – São Paulo)

We are looking for a technical support specialist with L2/L3 experience.

Basic Skills:

Strong working knowledge of Active Directory

4 years of experience providing L2/L3 technical support in a dynamic, fast-paced environment, including executive-level support.

Excellent customer service and communication skills, including VIP support.

Experience supporting large-scale Windows desktop environments, with emphasis on Windows 10/11 and Microsoft 365.

End-user support for video conferencing systems.

Support for mobile devices.

Functions and Responsibilities: Provide support for the client's Windows platform, including end-user desktop technologies, collaboration tools, mobile technologies, and printing. This includes laptops/mobile devices, video conferencing, and remote/network access. This position works closely with the Technical Support Service to resolve end-user issues and perform other support functions. Responsibilities include, but are not limited to:

Diagnose and troubleshoot desktop systems, printers, and operating systems.

Job Responsibilities

• Advise and instruct users on hardware and software issues.

• Collaborate with IT Services, Data Center, and Network Infrastructure teams.

• Install, maintain, and upgrade equipment and related infrastructure.

• Perform diagnostic testing to isolate system issues and carry out proactive activities.

• Operating Systems: Windows and OS X.

• Microsoft Office software (Windows and Mac).

• Experience with remote support technologies such as Microsoft Remote Desktop, Apple Remote Desktop, and VNC.

• Hands-on experience removing viruses and spyware using various Windows tools.

• Identify, investigate, and resolve technical issues, including preparing Root Cause Analysis (RCA).

• Respond to phone calls, emails, service tickets, and technical support requests.

• Document, track, and monitor issues to ensure timely resolution within Service Level Agreement (SLA) targets.

Requisitos básicos: • Excelentes habilidades de comunicación oral y escrita, así como de atención al cliente, con capacidad demostrada para trabajar en entornos dinámicos.

• Professional experience as an IT Support Technician, including 2 years of technical support in a hybrid Windows and Mac environment.

• Experience working in a Help Desk environment supporting Windows and Mac clients.

• 2 years of experience supporting mobile applications/products, including iPhone, iPad, and Android platforms. Experience with iPad/iPhone is required.

• Proactive individual with the ability to collaborate effectively in a cross-functional team.

• Strong attention to detail and high quality standards.

• Excellent organizational, administrative, and technical skills, with the ability to reprioritize as needed.

• Ability to document troubleshooting steps and instructions in writing.

Requirements:

Location: Rua Verbo Divino, 1480 – 2 , Chácara Santo Antonio São Paulo – SP, Brazil

Working Hours: São Paulo Business Hours

Experience: 2 to 4 years

English Level: Intermediate/Advanced