Technical Support Engineer (Brazil – São Paulo)

We are looking for a technical support specialist with L2/L3 experience.

Basic Skills:

Strong working knowledge of Active Directory

4 years of experience providing L2/L3 technical support in a dynamic, fast-paced environment, including executive-level support.

Excellent customer service and communication skills, including VIP support.

Experience supporting large-scale Windows desktop environments, with emphasis on Windows 10/11 and Microsoft 365.

End-user support for video conferencing systems.

Support for mobile devices.

Functions and Responsibilities: Provide support for the client's Windows platform, including end-user desktop technologies, collaboration tools, mobile technologies, and printing. This includes laptops/mobile devices, video conferencing, and remote/network access. This position works closely with the Technical Support Service to resolve end-user issues and perform other support functions. Responsibilities include, but are not limited to:

Diagnose and troubleshoot desktop systems, printers, and operating systems.

Job Responsibilities

Advise and instruct users on hardware and software issues.

Collaborate with IT Services, Data Center, and Network Infrastructure teams.

Install, maintain, and upgrade equipment and related infrastructure.

Perform diagnostic testing to isolate system issues and carry out proactive activities.

Operating Systems: Windows and OS X.

Microsoft Office software (Windows and Mac).

Experience with remote support technologies such as Microsoft Remote Desktop, Apple Remote Desktop, and VNC.

Hands-on experience removing viruses and spyware using various Windows tools.

Identify, investigate, and resolve technical issues, including preparing Root Cause Analysis (RCA).

Respond to phone calls, emails, service tickets, and technical support requests.

Document, track, and monitor issues to ensure timely resolution within Service Level Agreement (SLA) targets.

Requisitos básicos: • Excelentes habilidades de comunicación oral y escrita, así como de atención al cliente, con capacidad demostrada para trabajar en entornos dinámicos.

Professional experience as an IT Support Technician, including 2 years of technical support in a hybrid Windows and Mac environment.

Experience working in a Help Desk environment supporting Windows and Mac clients.

2 years of experience supporting mobile applications/products, including iPhone, iPad, and Android platforms. Experience with iPad/iPhone is required.

Proactive individual with the ability to collaborate effectively in a cross-functional team.

Strong attention to detail and high quality standards.

Excellent organizational, administrative, and technical skills, with the ability to reprioritize as needed.

Ability to document troubleshooting steps and instructions in writing.

Requirements:

Location: Rua Verbo Divino, 1480 – 2 , Chácara Santo Antonio São Paulo – SP, Brazil

Working Hours: São Paulo Business Hours

Experience: 2 to 4 years

English Level: Intermediate/Advanced