IT Support Analyst – Americas (Brazil)

About the role

We are looking for a hands‑on, customer‑oriented IT Support Analyst to join our Americas Regional IT Support team in Brazil. The role provides on‑site assistance to the local office and remote support to employees across the United States and Mexico, ensuring a seamless IT experience for a distributed workforce.

Key responsibilities

• Deliver Tier 2 support for hardware, software, connectivity and access issues across the Americas.
• Troubleshoot and resolve technical problems with a focus on responsiveness and user experience.
• Coordinate shipping, replacement, tracking and delivery of IT equipment to multiple countries.
• Manage the IT asset lifecycle, maintaining accurate inventory and equipment tracking.
• Prepare and configure devices, user accounts and access permissions for new hires and handle off‑boarding.
• Assist with endpoint security, patching, MFA, encryption and compliance initiatives.
• Support regional security incident response and remediation activities.
• Document incidents, share knowledge and suggest process improvements.

Required profile

• Minimum 3 years of end‑user IT support experience, including at least 1 year in a Tier 2 role.
• Fluent written and spoken English.
• Strong communication skills and a customer‑focused attitude.

Required skills

• Windows 10/11 and macOS support and administration.
• Microsoft 365 and Google Workspace administration.
• Identity and access management tools such as Entra ID (Azure AD), Okta and MFA solutions.
• Endpoint management platforms – Intune, JAMF, Kandji.
• ITSM and remote support tools – ServiceNow, Jira Service Management, Freshservice.
• Basic network troubleshooting.