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SENIOR TECHNICAL SUPPORT ANALYST

IT UniverseNew Yorkgupypublished 08/26/2026
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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.

Responsabilidades e atribuições

  • Monitorar eventos, garantindo o cumprimento dos prazos de atendimento e resolução.
  • Prestar suporte técnico a equipamentos de hardware e software.
  • Realizar instalação de softwares homologados.
  • Executar reinstalação do Windows e criação/aplicação de imagens em desktops, notebooks e All-in-One.
  • Executar atividades de IMACD (Instalação, Movimentação, Adição, Mudança e Remoção) de hardware e software.
  • Prestar suporte remoto à telefonia móvel, incluindo configuração de dispositivos, instalação de aplicativos e interface com operadoras.
  • Prestar suporte ao ambiente de TI, incluindo desktops, notebooks, monitores, dispositivos móveis, impressoras, scanners, plotters, equipamentos VoIP, Wi-Fi, dispositivos de rede e videoconferência.
  • Interagir com fornecedores e fabricantes para manutenção e substituição de equipamentos.
  • Monitorar serviços de comunicação, impressão e sistemas em rede, solucionando e escalando incidentes quando necessário.
  • Administrar usuários e permissões no Active Directory e Microsoft Entra ID.
  • Administrar ferramentas do Google Workspace.
  • Gerenciar dispositivos por meio do Intune, SCCM e MDM.
  • Prestar suporte aos ambientes Windows, macOS, Citrix, VDI, VPN e RDS.
  • Prestar suporte ao SentinelOne e ao IRU.
  • Realizar suporte remoto utilizando ferramentas de acesso remoto.
  • Prestar suporte à infraestrutura de rede, realizando diagnósticos de conectividade, latência, firewall e proxy.
  • Registrar, acompanhar e atualizar chamados em ferramentas ITSM.
  • Manter a confidencialidade de informações e documentos sensíveis.
  • Realizar instalação, configuração, manutenção preventiva e corretiva de equipamentos de TI.

Requisitos e qualificações

  • 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 ID (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 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 the creation of operational procedures.

Informações adicionais

📝 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!