Provide first
and second-level support, resolving user incidents and requests.
Install, configure, and support IT software and hardware (computers, printers, peripherals).
Monitor and maintain basic local networks (IP addressing, DHCP, corporate Wi‑Fi).
Assist users with Microsoft 365 tools (Outlook, Teams, OneDrive, SharePoint).
Knowledge of the Microsoft 365 admin center and its applications.
Log tickets and keep documentation up to date in the ticketing system.
Escalate complex issues to higher support levels (L2/L3) when necessary.
Ensure physical organization of equipment and cabling in racks and workstations.
Participate in internal training and stay up to date on new technologies and support best practices.

Strong knowledge of computer networks (IP addressing, DHCP, VLAN, DNS, and corporate Wi‑Fi)
Proficiency with Microsoft Windows and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Hands-on experience installing and configuring IT equipment (computers, printers, peripherals)
Minimum of 3 years’ experience as a field technician and in customer support
Willingness to obtain certifications
Strong customer service skills, technical communication, and documentation abilities
Valid driver’s license (Category B) and availability for on-site service in Greater São Paulo
Bachelor’s degree completed or in progress in IT or a related field

Mid-Level Help Desk Analyst

Key skills