Analista de Suporte Técnico Sênior in Brazil at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Suporte Técnico Sênior based in Brazil.

This is a senior technical support role focused on delivering a reliable and high-quality technology experience for internal users. You will handle access requests, technical issues, service requests, and critical incidents across a high-volume user environment. The position combines hands-on troubleshooting with service desk operations, IT governance, security, and continuous improvement. You will work closely with IAM, Information Security, and DevOps teams to maintain a compliant and well-managed technology environment. The role also offers opportunities to reduce recurring incidents through root-cause analysis, documentation, automation, self-service, and responsible use of artificial intelligence. Working remotely and collaboratively, you will have autonomy to solve problems while contributing to the evolution of IT Operations and user experience.

• Provide technical support to internal users, resolving requests related to access, passwords, hardware, software, and IT services.
• Investigate, troubleshoot, and resolve incidents and service requests, including critical and high-volume support demands.
• Maintain the technology environment in compliance with established requirements, collaborating closely with IAM, Information Security, and DevOps teams.
• Contribute to an efficient service desk operation focused on user experience, modern processes, governance, and effective service management practices.
• Participate in root-cause analyses and continuous improvement initiatives aimed at reducing recurring incidents and improving service reliability.
• Create and maintain technical documentation, procedures, and knowledge resources to support consistent and efficient troubleshooting.
• Identify opportunities for automation and practical applications of artificial intelligence within technical support processes.
• Promote self-service approaches that enable users to initiate appropriate resolutions independently and accelerate support delivery.
• Support the standardization and automation of end-user environments through MDM and related technical solutions.
• Escalate complex or critical demands appropriately while maintaining clear communication with users and relevant technical teams.

• Proven senior-level experience working in IT support, microinformatics, service desk, or similar technical support environments.
• Experience supporting high volumes of users and handling critical support operations and service requests.
• Strong experience with user support, incident investigation, troubleshooting, and resolution.
• Hands-on experience with MDM solutions such as Microsoft Intune for standardization and support-task automation.
• Advanced knowledge of Windows 11 and Linux Ubuntu operating systems.
• Advanced knowledge of end-user hardware support and troubleshooting.
• Advanced knowledge of Microsoft Entra ID and Intune.
• Experience managing Google Workspace environments.
• Knowledge of GPOs, operating system updates, drivers, performance configuration, and log analysis for technical diagnosis.
• Understanding of best practices for access management and incident management.
• Strong user-facing communication skills, empathy, active listening, and a genuine service-oriented mindset.
• Ability to assess situations and escalate requests appropriately when specialized support is required.
• Knowledge of n8n, GLPI, ITIL certification, and practical experience with AI agents are valuable differentiators.

• 100% remote work model.
• Full-time employment.
• Culture based on trust, results, collaboration, autonomy, and continuous learning.
• Opportunities for professional development within IT Operations and technical support.
• Autonomy and ownership in a collaborative environment with an emphasis on empathy and user experience.
• Regular feedback and 1:1 conversations with supportive leadership and no micromanagement.
• Meal and food allowance.
• Childcare assistance.
• Home office allowance.
• Health benefits.
• Education and cultural benefits.
• Gympass fitness benefit.
• Birthday day off.
• Discounts on therapy and English courses.
• Additional employee partnerships and benefits.