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SR TECHNICAL SUPPORT ANALYST

IT UniverseLisboagupypublished 08/26/2026
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About IT UNIVERSE

We are a renowned company in the IT market with over 16 years of history. An integrator of computing solutions with a vast portfolio of products and services, we operate in companies of different dimensions and are present in Brazil, 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 generates results.

Seeing our customers, partners, and employees as the main ones responsible for the success of projects and the growth of the company.

Ethical relationships bring prestige and recognition, which are the greatest assets a company can have.

We always provide the best service experience to our customers.

The search for new technologies is a daily effort. Keeping up with market evolution is the key to serving with excellence.

Responsibilities and assignments

  • Monitor events, ensuring compliance with 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.
  • Execute IMACD (Installation, Movement, Addition, Change, and Removal) activities for hardware and software.
  • Provide remote support for mobile telephony, including device configuration, application installation, and interfacing with carriers.
  • Support the computing 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, resolving and escalating incidents as necessary.
  • Manage users and permissions in Active Directory and Microsoft Entra ID.
  • Administer Google Workspace tools.
  • Manage devices via Intune, SCCM, and MDM.
  • Support Windows, macOS, Citrix, VDI, VPN, and RDS environments.
  • Support SentinelOne and IRU.
  • Provide remote support using remote access tools.
  • Support network infrastructure, diagnosing connectivity, latency, firewall, and proxy issues.
  • Register, track, and update tickets in ITSM tools.
  • Maintain the confidentiality of sensitive information and documents.
  • Install, configure, and perform preventive and corrective maintenance on computing equipment.

Requirements and qualifications

  • Completed or ongoing degree in IT or related fields.
  • Minimum of 3 years of experience in IT technical support.
  • Fluency in English.
  • Excellent communication skills.
  • Experience with advanced troubleshooting in Windows 10, Windows 11, and macOS.
  • Knowledge in endpoint management using Microsoft Intune, Microsoft Configuration Manager (SCCM/MECM), and MDM solutions.
  • Knowledge of Microsoft Active Directory (AD DS) and Microsoft Entra ID (Azure AD).
  • Experience with Google Workspace administration (Mail, Drive, and Meet).
  • Knowledge of enterprise 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 NinjaOne/Ninja Desk, AnyDesk, TeamViewer, BeyondTrust, 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 SentinelOne (Endpoint), Zscaler, and IRU (Identity).
  • Knowledge of Information Security best practices.
  • Experience with ITSM tools such as Jira, ServiceNow, or similar.
  • Knowledge of technical documentation and creation of operational procedures.

Additional information

📝 Monthly feedback and one-on-one meetings to monitor progress and professional development.

🎓 Individual Development Plan (IDP).

🌟 Training and capacity-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. Join a team that promotes collaboration, innovation, and daily learning!