Job Opportunity: Local Technical Support We are looking for a proactive Local Technical Support professional to join our Service Delivery team in Rio de Janeiro. This is a full-time, temporary role reporting to the Technology Manager. Role Overview As the primary point of contact for end-users and VIPs, you will manage incidents and service requests, ensuring high levels of satisfaction through technical excellence and effective communication. Main Activities & Responsibilities User Support: Act as the single point of contact for all IT incidents and requests, including attending the IT Welcome Desk and supporting VIP users. Ticket Management: Log, prioritize, and resolve assigned tickets within agreed SLAs, keeping users informed of progress. Technical Maintenance: Install, configure, and troubleshoot end-user devices (laptops, tablets, mobile devices, printers) and network equipment. System Administration: Perform user account management (creation and deletion) and manage access permissions across various platforms. Operations: Maintain hardware and software inventories, manage IT assets, and provide support according to shift schedules. Knowledge Sharing: Conduct IT inductions for new joiners and create technical guidelines and procedures. Technical Skills & Qualifications Education: ITIL certification is preferred. OS Knowledge: Hands-on experience with Windows 10/11 and macOS. Infrastructure: Proficiency in Active Directory, Microsoft Office 365, ServiceNow, Intune, Autopilot, SCCM, and JAMF. Mobile & AV: Knowledge of Android and iOS platforms and familiarity with video conferencing equipment. Experience: Minimum of 3 years of experience in IT support roles, specifically supporting senior management and VIPs.