Location: São Paulo
Experience: 4-5 years
Language: Good English communication is a must
Role Overview:
We are seeking a skilled and motivated Desktop Support Engineer L1 L2 to join our team in São Paulo. The ideal candidate will possess strong technical expertise, a problem-solving mindset, and a customer-first approach. You will be responsible for delivering high-level support for desktop systems, applications, and network-related issues.
Key Responsibilities:
Desktop & Application Support:
Troubleshoot and resolve Level 2 issues related to hardware, software, and operating systems (Windows/Linux/Mac).
Provide support for business-critical applications to ensure minimal downtime.
Manage software installations, updates, and patches.
Network Support:
Troubleshoot network connectivity issues, including LAN, WAN, VPN, and Wi-Fi.
Assist in managing switches, routers, and firewalls when required.
Hardware Maintenance:
Diagnose and resolve hardware-related issues with desktops, laptops, and peripherals.
Coordinate hardware replacements or repairs with vendors.
User Support & Training:
Guide end-users on system functionalities and best practices.
Create and maintain technical documentation and user manuals.
System Security & Compliance:
Ensure compliance with company policies related to IT and cybersecurity.
Monitor and resolve antivirus, malware, and other security alerts.
Incident Management:
Log, prioritize, and resolve tickets within the defined SLA.
Escalate unresolved issues to Level 3 teams or external vendors.
Key Skills & Qualifications:
Technical Expertise:
Proficiency in managing Windows, macOS, and Linux systems.
Strong knowledge of Active Directory, Group Policies, and DNS/DHCP.
Hands-on experience with Office 365, Microsoft Teams, and similar applications.
Familiarity with virtualization tools like VMware or Hyper-V.
Network Skills:
Strong understanding of TCP/IP, DHCP, and DNS.
Experience with VPN and network troubleshooting tools.
Certifications (Preferred):
CompTIA A+, Network+
Microsoft Certified Solutions Associate (MCSA) or equivalent
ITIL Foundation Certification
Soft Skills:
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Strong analytical and problem-solving skills.