Level 1 Support Analyst (Service Desk), São Paulo

Overview of the role:

We are looking for a Level 1 Support Analyst (Service Desk) to act as the first line of support for internal users, ensuring fast, efficient, and high-quality assistance with a strong focus on employee experience. This role is essential to maintaining business continuity and supporting daily operations in a dynamic corporate environment.

This is an onsite position.

What you’ll do:

Provide first-level technical support through ITSM tools, Slack, email, and other support channels

Receive, classify, prioritize, and resolve incidents and service requests according to SLA

Troubleshoot and resolve L1 issues related to end-user devices and workplace tools

Provide support for MacOS workstations (setup, troubleshooting, and user assistance)

Support corporate tools such as Google Workspace and Slack

Assist with access and permission requests in GitHub

Provide basic support for device management using Jamf

Escalate unresolved issues to L2/L3 teams following defined procedures

Support onboarding and offboarding processes (device setup, account provisioning, equipment collection, and initial configurations)

Ensure all incidents and requests are properly documented in the ticketing system

Provide support to employees across all levels of the organization, including Directors and C-Level stakeholders

What you’ll bring:

Previous experience in IT Support, Help Desk, or Service Desk roles

Hands-on knowledge of Slack (corporate usage and support)

Basic user and access administration in Google Workspace

Basic access and permissions management in GitHub

Experience supporting MacOS environments

Basic experience with Jamf or other Apple device management tools

Experience working with ITSM tools (ServiceNow, Jira Service Management, Freshservice, or similar)

Basic networking knowledge (Wi-Fi, VPN, DNS, IP concepts)

Strong communication skills and customer-service mindset

Ability to manage multiple tickets and priorities effectively

Proactive attitude, strong sense of ownership, and willingness to learn

Fluent Portuguese and intermediate English, with English primarily used for reading and understanding technical documentation

Previous experience supporting VIP users, Directors, or C-Level stakeholders is a plus

We require a candidate who has achieved or is capable of the following:

Consistently meeting SLA targets and support quality standards

Maintaining high First Contact Resolution (FCR) and user satisfaction (CSAT)

Effectively documenting incidents and service requests

Collaborating well with L2/L3 teams to ensure smooth escalations

Supporting onboarding, offboarding, and daily operations with minimal disruption

Demonstrating ownership and accountability when handling user requests and incidents

We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply

Benefits:

Transportation allowance according to need (for hybrid and in-person positions)

Health insurance

Dental insurance

Meal allowance

Access to TotalPass

Life insurance

NSX Care

Financial incentive for learning

Udemy

Opportunities for growth in a dynamic and global environment and more