Job Description – Level 2 Desk Side Support TechnicianLocation: onsite position atExtrema, BrazilContractJob Title:Level 2 Desk Side Support Technician / End User Computing TechnicianDepartment:Information Technology (IT) – Desk Side / End User SupportJob Summary:The Desk Side Support Technician provides advanced technical support to end-users for desktops, laptops, mobile devices, printers, and other office technology. This role involves both remote and hands-on assistance, handling escalations from other support teams, and working closely with IT teams to ensure timely resolution of complex technical issues.Key Responsibilities:Respond to and resolve support requests escalated by the Service Desk and other appropriate teams.Diagnose and troubleshoot hardware and software issues across Windows and Mac environments.Install, configure, and maintain desktop and laptop systems, including imaging, patching, and upgrades.Provide support for Microsoft 365 applications, email, VPN, and other enterprise tools.Support mobile devices (iOS/Android), printers, scanners, and peripherals.Assist with user account management in Active Directory / Entra and other enterprise systems.Document troubleshooting steps and resolutions in the ticketing system (e.g., ServiceNow, JIRA).Participate in hardware asset inventory, deployment, and refresh projects.Collaborate with Level 3 support or infrastructure teams for unresolved or critical issues.Follow IT security policies and ensure endpoint compliance.Maintain a high level of customer service and professionalism in all user interactions.Provide assistance in racking and stacking of network devices and configuring the same on a need basis.Hands-on experience with:Network troubleshooting tools (ping, traceroute, Wireshark)Routers, switches, firewallsLAN/WAN, TCP/IP, DNS, DHCP, VPNsRequired Qualifications:5 – 8 years of hands-on experience in desktop/laptop/peripherals or desk side support.Proficient in Windows 10/11, Macintosh OS, Microsoft 365, Remote desktop tools and support tools.Familiarity with Active Directory, Azure Entra, ITSM platforms, and software deployment tools (e.g., Intune, JAMF etc.,).Solid understanding of networking basics (TCP/IP, DHCP, DNS).Strong troubleshooting skills with desktops, laptops, and peripherals.Excellent written and verbal communication skills.Ability to prioritize tasks, work independently, and adapt to changing environments.Preferred Qualifications and Certifications:CompTIA A+ or Network+Microsoft Certified: Modern Desktop Administrator AssociateITIL Foundation CertificationExperience with MacOS, Linux, or virtual desktop environments (e.g., Citrix)Working Conditions:Office-based work with reporting to the work location during all business days.Support as required for weekends or after hours on a need basis.Ability to lift and move computer equipment as needed (up to 30 lbs).