Regional IT Site Support Technician

Role Overview

• Provide high-quality desk-side and remote IT support, troubleshooting hardware, software, network and user issues across the LATAM region.
• Act as the primary IT contact for the LATAM region, building trusted relationships with users while working closely with the global IT team.
• Manage the full employee lifecycle from an IT perspective, including onboarding, offboarding, equipment provisioning, account administration and access management.
• Deploy, configure and support end-user devices, applications and services, including Microsoft 365, OneDrive, SharePoint, Microsoft Teams and endpoint security solutions.
• Install, configure and maintain laptops, peripherals, mobile devices and office technology, ensuring a consistent and reliable user experience.
• Plan, deploy and manage operating system upgrades, software deployments, security patches and endpoint updates.
• Support and maintain meeting room technology, video conferencing systems and Microsoft Teams Rooms to ensure reliable hybrid collaboration.
• Monitor and maintain local office infrastructure, including networking equipment, Wi-Fi, printers and other IT hardware.
• Identify opportunities to improve IT services, processes and infrastructure, helping to support the continued growth of the São Paulo office and wider LATAM region.
• Coordinate with external suppliers and vendors for procurement, repairs, maintenance and service delivery.
• Produce regular operational reports, communicating support activities, service improvements and project progress.
• Collaborate effectively with colleagues across international offices to deliver a consistent, high-quality IT service.
• Assist with office IT projects and operational activities, including office moves, workstation setups and other ad hoc tasks as required.

Requirements

• Fluent English is a must (C1 level or above)
• Microsoft 365 administration
• Microsoft Intune / Endpoint Manager
• Microsoft Entra ID
• Windows 11 administration and support
• Microsoft Teams administration
• Networking (TCP/IP, DHCP, DNS, Wi-Fi)
• VPN and Zero Trust technologies
• Hardware deployment and troubleshooting
• Jira Service Management (or equivalent ITSM platform)
• AV / Meeting Room technologies (Microsoft Teams Rooms and Logitech Equipment)
• Excellent customer service with a user-focused mindset
• Strong written and verbal communication skills
• Self-motivated and proactive
• Excellent organisational and time management skills
• Ability to prioritise competing workloads

Tech Stack

• DNS
• ITSM
• TCP/IP

Benefits

• A fun, informal, collaborative and international work culture
• Access to regular coaching and mentoring sessions and the opportunity to learn from experienced professionals
• Competitive compensation package
• Access to the Aurora Academy, our training programme offering a range of opportunities to develop your skills within the responsibilities of your role and within the wider context of the industry
• Access to our Employee Assistance Programme (EAP), offering a complete support network that offers expert advice and compassionate guidance 24/7/365, covering a wide range of personal and professional aspects