Position: IT Support Analyst / IT Analyst (On‑Site)
Location: São Paulo, Brazil – Vila Olímpia
Work Model: 100% On‑site
Schedule: Monday to Friday, standard business hours (9:00 AM–6:00 PM, flexibility for 8:00 AM–5:00 PM)
Level: P1 preferred;
strong P2 profiles willbe considered
Role Overview
The IT Support Analyst is responsible for ensuring day‑to‑day IT operational continuity for the local office. This role provides hands‑on Level 1 and Level 2 technical support to end users, manages the hardware lifecycle, and acts as the local point of contact between IT teams and the business.
Key Responsibilities
* Provide Level 1 and Level 2 end‑user support for office employees (on‑site, phone, and ticketing system)
* Diagnose and resolve incidents within agreed SLAs
* Escalate complex issues to regional or global IT teams and external vendors when required
* Support IT onboarding for new hires, including systems access and equipment setup
* Prepare, image, configure, and replace laptops and desktops using corporate standards
* Manage local IT asset inventory (hardware, peripherals, licenses)
* Perform periodic checks to ensure equipment is in good working condition
* Support office infrastructure, including wired networks, meeting rooms, phones, and projection systems
* Install and update authorized software on company devices
* Act as the local point of contact for IT and telecommunications service providers
* Maintain basic technical documentation and support monthly operational reporting
Required Qualifications
* Previous experience in end‑user IT support (L1/L2), preferably in a corporate or office environment
* Hands‑on experience with ticketing systems (ServiceNow strongly preferred)
* Solid working knowledge of Microsoft 365 (Outlook, Teams, OneDrive, Word, Excel, PowerPoint)
* Basic understanding of networking concepts (Ethernet, switching, connectivity troubleshooting)
* Ability to communicate clearly with non‑technical users
* Intermediate English, with reading comprehension and ability to support basic conversations with regional teams
* Availability to work 100% on‑site in Vila Olímpia, São Paulo
Nice to Have
* Experience with Active Directory, Intune, SCCM, or endpoint management tools
* Experience supporting meeting rooms / AV environments
* Previous involvement in asset lifecycle management and vendor coordination
* Background in structured IT environments with SLA‑driven support
Profile We Are Looking For
* Strong service‑oriented mindset
* Organized, proactive, and reliable with follow‑ups
* Comfortable handling multiple requests in a fast‑paced office environment
* Collaborative attitude and alignment with global IT standards