Sr. IT Support Analyst (Field Service) Bilingual

At Stefanini Group, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of solving business problems, providing real impact on a global scale.

By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on businesses but also on the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you will find it here!

Join us and be part of the change!

Model: On-site Location: Poços de Caldas/MG Availability for occasional travel. Availability to participate in maintenance windows, on-call shifts, and standby when necessary. Flexibility for occasional meetings with global teams in different time zones.

Responsibilities and assignments

What we expect you to perform:

• Provide Level 2 and Level 3 on-site and remote technical support for hardware, software, mobile devices, and connectivity.
• Serve VIP users (Board of Directors and Presidency), ensuring excellence in service and agility in incident resolution.
• Perform installation, configuration, maintenance, and troubleshooting of desktops, notebooks (Windows and macOS), peripherals, and mobile devices.
• Administer and provide support for videoconferencing rooms using Cisco, Poly, Logitech, and Microsoft Teams Rooms solutions.
• Execute onboarding and offboarding activities for employees, including equipment preparation and collection.
• Act as local support ("Smart Hands") for global Infrastructure, Networks, and Telecom teams.
• Perform physical inspections of racks, structured cabling, and basic connectivity tests in networks, Wi-Fi, IP telephony, and VPN.
• Interact daily with global teams for escalation and follow-up of incidents and changes.
• Maintain an updated inventory of IT assets.
• Prepare and maintain technical documentation, procedures, and knowledge base in Portuguese and English.
• Ensure compliance with ITSM processes, correctly registering incidents, requests, and changes.

Requirements and qualifications

What we need you to have knowledge of:

• Completed Higher Education in Information Technology, Information Systems, Computer Networks, or related areas.
• Solid experience with Field Service and Level 2 and Level 3 Service Desk support.
• Experience serving executive users (VIP).
• Advanced or fluent English for daily interaction with global teams.
• Availability for on-site work in Poços de Caldas/MG.

Technical Knowledge:

• Windows 10 and Windows 11.
• macOS.
• Microsoft 365.
• Active Directory and Microsoft Entra ID.
• Device management tools (Intune and SCCM).
• Administration of videoconferencing equipment.
• Support for Microsoft Teams Rooms.
• Knowledge of TCP/IP, DHCP, DNS, VLANs, VPN, corporate Wi-Fi, and IP telephony (VoIP).
• Information Security concepts (MFA, EDR, Antivirus, and Encryption).
• Experience with ITIL processes (Incidents, Requests, and Changes).
• Experience with asset inventory and technical documentation.

Differentials:

• Intermediate or advanced Spanish.
• Experience in multinational environments.
• ITIL, Microsoft, or infrastructure-related certifications.
• Experience in corporate environments with a high level of governance and compliance.

Additional information

• 🍛 Food voucher or meal voucher;
• 👨🏼‍🎓 Discount on courses, universities, and language institutions;
• 📚 Academia Stefanini — platform with free, updated online courses with certificates;
• 🗣 Mentoring;
• 💉 Advantages club for consultations and exams;
• 🏥 Medical assistance;
• 🦷 Dental assistance;
• 💰 Advantages and discount club at the best establishments;
• 🛫 Travel club;
• 🐶 Pet benefits.