Location: São PauloExperience: 4-5 yearsLanguage: Good English communication is a mustRole 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 equivalentITIL Foundation CertificationSoft Skills:Excellent communication and interpersonal skills.Ability to work independently and as part of a team.Strong analytical and problem-solving skills.