IT Support Engineer (Brazil)

Your Purpose

As an integral member of the IT End User Services, your role as an IT Engineer professional is crucial in maintaining the functionality and accessibility of the company's computer software and hardware for all employees. Your primary responsibilities include providing technical support to employees, monitoring and maintaining laptop and desktop computer systems, installing and configuring hardware and software, and resolving technical issues promptly.

In this position, you will be responsible for implementing and enforcing IT policies and procedures, encompassing essential areas such as asset management, software and hardware troubleshooting, planning, maintenance, and configuration management. Collaboration with the Information Security team is essential to ensure that IT policies and procedures align with the company's security policies and regulatory requirements.

Reports To

IT Support Manager

Who You Are

• 4+ years of experience in an IT Operations or IT Support role.
• Proficient in English.
• Strong oral communication skills to gather information from employees and explain technical concepts in simple language.
• Strong written communication skills to create and update technical documentation.
• AWS Cloud support knowledge
• Okta, Slack, MDM/UEM, Office 365, Endpoint Central experience
• Google Workspace for Business Configuration Experience
• Excellent software and hardware troubleshooting and problem-solving skills.
• Strong MacOS and Windows configuration and troubleshooting skills.
• Proficient at IT Service Desk and Remote Desktop Support.
• Scripting experience in Bash, Python, Perl, or PowerShell.
• Strong time management skills.
• Skilled with industry-standard software and hardware management tools.
• Nice to have:
• Identify & Access Management experience
• Jira and Confluence experience
• Ability to occasionally go to the São Paulo office as needed.

What You Will Do

• Serve as the first point of contact for employee’s software/hardware requests and technical assistance.
• Perform remote troubleshooting and software installation.
• Escalate issues to the next level of support when necessary.
• Resolve tickets according to the established SLA’s.
• Maintain and update technical documentation in Confluence.
• Improve current processes with automation and scripting.
• Gather and analyze data to diagnose problems and fix technical issues.
• Manage and monitor laptop and desktop computer systems health.
• Manual and automated patch Management and software deployments.
• Change configurations, settings, and permissions to fix computer issues.
• Update employees on the status of their service requests.
• Log all service requests and update Jira tickets as needed.

Research in Diversity, Equity, and Inclusion suggests that individuals may hesitate to apply for jobs if they do not meet all the listed criteria. At Bitso, we value diversity and your unique strengths could be just what we're looking for. If this role excites you but you don't match every point in the description, we still want to hear from you.

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