IT Support Technician (f/m/d)

Accountabilities:: Provide first-line IT support and resolve common second-line issues, escalating complex incidents to specialist teams when necessary and within defined SLAs. Troubleshoot and support Windows and macOS laptops, mobile devices, printers, peripherals, and meeting room technology. Install, configure, maintain, and prepare IT equipment for employees and workplace environments. Support employee onboarding and offboarding by ensuring equipment is prepared, distributed, collected, and processed on time. Maintain accurate IT asset records and contribute to inventory tracking and updates. Support Microsoft 365 services and collaboration tools, including Outlook, Teams, SharePoint, and OneDrive. Assist with user account management, permissions, and access requests through identity and access management tools. Log, prioritize, track, and resolve service requests using IT Service Management tools. Deliver a professional and user-focused support experience for employees working on-site and remotely. Participate in relevant technical training and certification programs to strengthen support capabilities and keep pace with evolving technology. Requirements Previous experience in an IT Support, Service Desk, Desktop Support, or similar technical support role. Experience working in a multi-site or international environment is an advantage. Strong troubleshooting skills across Windows and macOS operating systems. Practical experience supporting laptops, mobile devices, printers, peripherals, and other common workplace hardware. Experience supporting Microsoft 365 applications and collaboration platforms, particularly Outlook, Teams, SharePoint, and OneDrive. Familiarity with IT Service Management (ITSM) tools for logging, prioritizing, tracking, and resolving support requests; Jira experience is preferred. Knowledge of user account management, permissions, access requests, and identity and access management tools is an advantage. Strong communication and interpersonal skills with a customer-focused approach to technical support. Ability to prioritize incidents, manage multiple requests, and work effectively within defined SLAs. Comfortable collaborating with global teams and escalating complex issues to specialist support functions. Willingness to continuously learn new technologies and complete relevant technical training or certifications. Ability to work primarily from the São Paulo office, with flexibility aligned with business requirements and local policies. Strong English communication skills, with the ability to use English confidently in daily interactions with international colleagues and stakeholders. CV should be submitted in English. Benefits Four-day Flexi-Week arrangement, including one lighter or fully disconnected day per week at full pay, without reducing annual holiday entitlement. Hybrid working flexibility designed to support collaboration, trust, and autonomy, subject to the role’s primarily office-based requirements. Monthly contribution toward work-related expenses and remote working costs. Furniture package to help create a comfortable home workspace. Meal vouchers for lunch. Public transportation voucher or card for commuting to the office. Access to health and wellbeing initiatives. Learning and development opportunities through a dedicated internal academy. Access to technical training and professional certification opportunities. Peer-to-peer recognition programs. Opportunity to work within a global, inclusive, and collaborative technology environment. Exposure to international IT operations and employees across multiple countries. Opportunities to develop technical expertise and advance your career through continuous learning.