SENIOR TECHNICAL SUPPORT ANALYST

About IT UNIVERSE We are a well-established company in the IT market with a history spanning over 16 years. As an IT solutions integrator with an extensive portfolio of products and services we serve companies of all sizes and operate in Brazil the United States and Mexico. We are proud to be recognized by Great Place to Work (GPTW) as one of the best companies to work for. What guides us? Happiness – Promoting happiness within our company is our daily mission. Happy people live longer are more optimistic and work better. Happiness drives results. We view our clients partners and employees as the key drivers of project success and company growth. Ethical relationships foster the prestige and recognition that constitute a company's greatest assets. We consistently provide the best possible service experience to our clients. The pursuit of new technologies is a daily endeavor. Keeping pace with market evolution is the key to delivering excellence. Responsabilidades e atribuições Monitor events ensuring adherence to service and resolution deadlines. Provide technical support for hardware and software. Install approved software. Reinstall Windows and create/deploy images on desktops laptops and All-in-One PCs. Perform IMACD (Install Move Add Change and Remove) activities for hardware and software. Provide remote support for mobile telephony including device configuration app installation and carrier liaison. Support the IT environment including desktops laptops monitors mobile devices printers scanners plotters VoIP equipment Wi-Fi network devices and videoconferencing systems. Interact with vendors and manufacturers regarding equipment maintenance and replacement. Monitor communication printing and network services resolving and escalating incidents as necessary. Manage users and permissions in Active Directory and Microsoft Entra ID. Administer Google Workspace tools. Manage devices via Intune SCCM and MDM. Support Windows macOS Citrix VDI VPN and RDS environments. Support SentinelOne and IRU. Provide remote support using remote access tools. Support network infrastructure by diagnosing connectivity latency firewall and proxy issues. Log track and update tickets in ITSM tools. Maintain the confidentiality of sensitive information and documents. Install configure and perform preventive and corrective maintenance on IT equipment. Requisitos e qualificações Degree or currently pursuing a degree in Information Technology or related fields. Minimum of 3 years of experience in IT technical support. Fluent in English. Fluent in German. Strong communication skills. Experience with advanced troubleshooting for Windows 10 Windows 11 and macOS. Knowledge of endpoint management using Microsoft Intune Microsoft Configuration Manager (SCCM/MECM) and MDM solutions. Knowledge of Microsoft Active Directory (AD DS) and Microsoft Entra ID (Azure AD). Experience with Google Workspace administration (Mail Drive and Meet). Knowledge of corporate VPNs and secure remote access. Knowledge of Citrix Virtual Apps and Desktops VDI and Remote Desktop Services (RDS) environments. Knowledge of remote access tools such as NinjaOne/Ninja Desk AnyDesk TeamViewer BeyondTrust and Microsoft Remote Help. Knowledge of network protocols TCP/IP DNS DHCP VLAN NAT and Proxy. Knowledge of firewalls and proxies for diagnosing connectivity and latency issues. Basic knowledge of Microsoft Azure and/or AWS. Basic knowledge of SentinelOne (Endpoint) Zscaler and IRU (Identity). Knowledge of Information Security best practices. Experience with ITSM tools such as Jira ServiceNow or similar. Knowledge of technical documentation and the creation of operational procedures. Informações adicionais 📝 Feedback and monthly 11s for tracking progress and professional development. 🎓 Individual Development Plan (IDP). 🌟 Training and skill-building sessions for individuals and teams. Here we value people encourage continuous development and believe that growing together is the best way to achieve great results. Come join a team that fosters collaboration innovation and learning every day!