Senior Technical Support Analyst

Job description

About IT UNIVERSE

We are a well-established company in the IT market with a history spanning over 16 years. As an IT solutions integrator with an extensive portfolio of products and services, we serve companies of all sizes and operate in Brazil, the United States, and Mexico.

We are proud to be recognized by Great Place to Work (GPTW) as one of the best companies to work for.

What guides us?

• Happiness – Promoting happiness within our company is our daily mission. Happy people live longer, are more optimistic, and work better. Happiness drives results.
• We view our clients, partners, and employees as the key drivers of project success and company growth.
• Ethical relationships foster the prestige and recognition that constitute a company's greatest assets.
• We consistently provide the best possible service experience to our clients.
• The pursuit of new technologies is a daily endeavor. Keeping pace with market evolution is the key to delivering excellence.

• Monitor events, ensuring adherence to service and resolution deadlines.
• Provide technical support for hardware and software.
• Install approved software.
• Reinstall Windows and create/deploy images on desktops, laptops, and All-in-One PCs.
• Perform IMACD (Install, Move, Add, Change, and Remove) activities for hardware and software.
• Provide remote support for mobile telephony, including device configuration, app installation, and carrier liaison.
• Support the IT environment, including desktops, laptops, monitors, mobile devices, printers, scanners, plotters, VoIP equipment, Wi-Fi, network devices, and videoconferencing systems.
• Interact with vendors and manufacturers regarding equipment maintenance and replacement.
• Monitor communication, printing, and network services, troubleshooting and escalating incidents as necessary.
• Manage users and permissions in Active Directory and Microsoft Entra .
• Administer Google Workspace tools.
• Manage devices via Intune, SCCM, and MDM.
• Support Windows, macOS, Citrix, VDI, VPN, and RDS environments.
• Support Sentinel One and IRU.
• Provide remote support using remote access tools.
• Support network infrastructure by diagnosing connectivity, latency, firewall, and proxy issues.
• Log, track, and update tickets in ITSM tools.
• Maintain the confidentiality of sensitive information and documents.
• Install, configure, and perform preventive and corrective maintenance on IT equipment.

• Degree or currently pursuing a degree in Information Technology or related fields.
• Minimum of 3 years of experience in IT technical support.
• Fluent English.
• Strong communication skills.
• Experience with advanced troubleshooting for Windows 10, Windows 11, and macOS.
• Knowledge of endpoint management using Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), and MDM solutions.
• Knowledge of Microsoft Active Directory (AD DS) and Microsoft Entra  (Azure AD).
• Experience with Google Workspace administration (Mail, Drive, and Meet).
• Knowledge of corporate VPNs and secure remote access.
• Knowledge of Citrix Virtual Apps and Desktops, VDI, and Remote Desktop Services (RDS) environments.
• Knowledge of remote access tools such as Ninja One/Ninja Desk, Any Desk, Team Viewer, Beyond Trust, and Microsoft Remote Help.
• Knowledge of network protocols: TCP/IP, DNS, DHCP, VLAN, NAT, and Proxy.
• Knowledge of firewalls and proxies for diagnosing connectivity and latency issues.
• Basic knowledge of Microsoft Azure and/or AWS.
• Basic knowledge of Sentinel One (Endpoint), Zscaler, and IRU (Identity).
• Knowledge of Information Security best practices.
• Experience with ITSM tools such as Jira, Service Now, or similar.
• Knowledge of technical documentation and the creation of operational procedures.

Feedback and monthly 1:1s for tracking progress and professional development.

Individual Development Plan (IDP).

Training and skill-building sessions for individuals and teams.

Here, we value people, encourage continuous development, and believe that growing together is the best way to achieve great results. Come join a team that fosters collaboration, innovation, and learning every day!