l2 l3 Desktop Support Technician

About the Role

We are seeking a proactive IT Support Specialist (Level 2, 3) to provide frontline technical assistance for Windows-based systems and basic network infrastructure. This role requires on-site presence at our São Paulo office, where you will troubleshoot hardware, software, and network issues to ensure seamless operations for end-users. Fluency in English is essential for effective communication with global teams.

Key Responsibilities

• Technical Support:
• Resolve L1 issues related to Windows OS (Windows 10/11), Microsoft Office Suite, and peripheral devices (printers, scanners, etc.).
• Perform basic network troubleshooting (LAN/Wi-Fi connectivity, IP configurations, VPN access).
• Install, configure, and maintain desktop hardware, software, and mobile devices.
• Hardware & Field (H&F) Management:
• Diagnose and replace faulty hardware components (HDDs, RAM, power supplies).
• Manage on-site IT assets, including inventory tracking and cable management.
• Incident Management:
• Log, prioritize, and escalate tickets using ITSM tools (e.g., ServiceNow, Jira).
• Document solutions in the knowledge base for recurring issues.
• User Assistance:
• Guide end-users through troubleshooting steps via phone, email, or desk-side support.
• Set up workstations for new hires and conduct basic IT orientation.
• Compliance & Security:
• Enforce security protocols (password resets, antivirus updates, patch installations).
• Ensure compliance with IT policies and data privacy regulations (e.g., GDPR).

Required Qualifications

• Experience:
• 2–3 years in L1 technical support for Windows environments.
• Hands-on experience with network fundamentals (TCP/IP, DNS, DHCP, routers/switches).
• Proven ability to troubleshoot hardware issues (desktops, laptops, peripherals).
• Technical Skills:
• Windows OS: Installation, configuration, and troubleshooting.
• Networking: Basic LAN/Wi-Fi support, VPN configurations, and connectivity diagnostics.
• Tools: Proficiency with remote support tools (e.g., TeamViewer) and ITSM software.
• Language: Fluent in English (verbal and written). German language skills are a plus, but not mandatory.
• Work Authorisation: Must hold valid rights to work in Germany.

Preferred Skills

• Certifications: CompTIA A+, Microsoft 365 Fundamentals (MS-900), or ITIL Foundation.
• Familiarity with Active Directory (user account management, password resets).
• Basic knowledge of Microsoft Endpoint Manager/Intune.

Working Conditions

• Onsite Requirement: Full-time physical presence at the São Paulo's office.
• Physical Tasks: Ability to lift/move equipment (up to 20 kg) and work under desks/workstations.
• Environment: Collaborative office setting with adherence to safety protocols.