Analista de Suporte Técnico Sênior

Accountabilities:: Provide technical support to internal users, resolving requests related to access, passwords, hardware, software, and IT services. Investigate, troubleshoot, and resolve incidents and service requests, including critical and high-volume support demands. Maintain the technology environment in compliance with established requirements, collaborating closely with IAM, Information Security, and DevOps teams. Contribute to an efficient service desk operation focused on user experience, modern processes, governance, and effective service management practices. Participate in root-cause analyses and continuous improvement initiatives aimed at reducing recurring incidents and improving service reliability. Create and maintain technical documentation, procedures, and knowledge resources to support consistent and efficient troubleshooting. Identify opportunities for automation and practical applications of artificial intelligence within technical support processes. Promote self-service approaches that enable users to initiate appropriate resolutions independently and accelerate support delivery. Support the standardization and automation of end-user environments through MDM and related technical solutions. Escalate complex or critical demands appropriately while maintaining clear communication with users and relevant technical teams. Requirements Proven senior-level experience working in IT support, microinformatics, service desk, or similar technical support environments. Experience supporting high volumes of users and handling critical support operations and service requests. Strong experience with user support, incident investigation, troubleshooting, and resolution. Hands-on experience with MDM solutions such as Microsoft Intune for standardization and support-task automation. Advanced knowledge of Windows 11 and Linux Ubuntu operating systems. Advanced knowledge of end-user hardware support and troubleshooting. Advanced knowledge of Microsoft Entra ID and Intune. Experience managing Google Workspace environments. Knowledge of GPOs, operating system updates, drivers, performance configuration, and log analysis for technical diagnosis. Understanding of best practices for access management and incident management. Strong user-facing communication skills, empathy, active listening, and a genuine service-oriented mindset. Ability to assess situations and escalate requests appropriately when specialized support is required. Knowledge of n8n, GLPI, ITIL certification, and practical experience with AI agents are valuable differentiators. Benefits 100% remote work model. Full-time employment. Culture based on trust, results, collaboration, autonomy, and continuous learning. Opportunities for professional development within IT Operations and technical support. Autonomy and ownership in a collaborative environment with an emphasis on empathy and user experience. Regular feedback and 1:1 conversations with supportive leadership and no micromanagement. Meal and food allowance. Childcare assistance. Home office allowance. Health benefits. Education and cultural benefits. Gympass fitness benefit. Birthday day off. Discounts on therapy and English courses. Additional employee partnerships and benefits.