Provide 1st
and 2nd-level technical support, delivering efficient and timely assistance to all organization personnel regardless of hierarchy.
Assist in creating, reviewing and maintaining support scripts, procedures and technical manuals to standardize support processes.
Perform basic account and permission administration in Active Directory, ensuring access control.
Support and troubleshoot corporate email accounts in an Office 365 environment, resolving simple issues and escalating more complex incidents when necessary.
Configure and maintain technology devices, including laptops, meeting room equipment, printers and other IT assets.
Perform initial diagnosis and resolution of technical issues related to hardware, software and network, escalating to senior teams when required.
Assist in implementing improvements to technology tools.
Collaborate with other departments to ensure IT solutions align with operational needs.
Provide support for videoconferences.

Education: Bachelor's degree in Information Technology, Computer Science, Information Systems or related fields.
Experience: Previous experience in technical support or similar roles is desirable.
Technical Knowledge: Basic proficiency in Microsoft Office (Word, Excel, PowerPoint and Outlook);
Basic knowledge of Windows 10 and 11 operating systems;
Familiarity with basic Active Directory administration (creating and managing users and permissions);
Initial experience with cloud-based corporate email accounts, preferably Office 365.
Behavioral Skills: Good written and verbal communication for interacting with colleagues and preparing simple technical documentation;
Proactiveness in seeking solutions and continuous learning;
Ability to work in a team, with a focus on results and customer service;
Organizational skills and attention to detail in task execution.
Nice to have (not mandatory): Entry-level technology certifications such as ITIL Foundation or Microsoft 365 Fundamentals;
Basic knowledge of ITSM tools (IT Service Management);
English.

Information Technology Analyst, Junior

Key skills