Desktop Support Engineer L2

Location: São Paulo

Experience: 4-5 years Language: Good English communication is a must

Role Overview: We are seeking a skilled and motivated Desktop Support Engineer L1 L2 to join our team in São Paulo. The ideal candidate will possess strong technical expertise, a problem-solving mindset, and a customer-first approach. You will be responsible for delivering high-level support for desktop systems, applications, and network-related issues.

Key Responsibilities: Desktop & Application Support: Troubleshoot and resolve Level 2 issues related to hardware, software, and operating systems (Windows/Linux/Mac). Provide support for business-critical applications to ensure minimal downtime. Manage software installations, updates, and patches. Network Support: Troubleshoot network connectivity issues, including LAN, WAN, VPN, and Wi-Fi. Assist in managing switches, routers, and firewalls when required.

Hardware Maintenance: Diagnose and resolve hardware-related issues with desktops, laptops, and peripherals. Coordinate hardware replacements or repairs with vendors.

User Support & Training: Guide end-users on system functionalities and best practices. Create and maintain technical documentation and user manuals. System Security & Compliance: Ensure compliance with company policies related to IT and cybersecurity. Monitor and resolve antivirus, malware, and other security alerts.

Incident Management: Log, prioritize, and resolve tickets within the defined SLA. Escalate unresolved issues to Level 3 teams or external vendors.

Key Skills & Qualifications: Technical Expertise: Proficiency in managing Windows, macOS, and Linux systems. Strong knowledge of Active Directory, Group Policies, and DNS/DHCP. Hands-on experience with Office 365, Microsoft Teams, and similar applications. Familiarity with virtualization tools like VMware or Hyper-V.

Network Skills: Strong understanding of TCP/IP, DHCP, and DNS. Experience with VPN and network troubleshooting tools. Certifications (Preferred): CompTIA A+, Network+ Microsoft Certified Solutions Associate (MCSA) or equivalent ITIL Foundation Certification

Soft Skills: Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong analytical and problem-solving skills.