IT Help Desk Technician

• Provide Level 1 technical support to users across global locations and remote environments
• Respond to incidents and service requests based on business priority, impact, and SLA expectations
• Perform initial troubleshooting and identify likely causes of technical issues
• Own assigned tickets through resolution or appropriate escalation
• Provide timely and professional updates to users throughout the support process
• Document troubleshooting steps, resolutions, communications, and escalation details in the ticketing system
• Escalate advanced, administrative, security-related, or onsite issues to appropriate IT teams
• Follow established support procedures, knowledge articles, escalation paths, and service expectations
• Assist with standardized user access and identity management requests within the Help Desk scope
• Support newly introduced technologies, applications, AI capabilities, and other technology tools
• Participate in knowledge transfer and improve documentation and troubleshooting procedures
• Identify opportunities to improve the end-user support experience
• Follow security policies and protect confidential information
• Escalate suspected security incidents and requests requiring elevated access

• 2–3 years of experience providing IT support in a corporate environment
• Experience providing remote technical support to users across multiple locations or regions
• Strong Windows 11 troubleshooting skills
• Working knowledge of Microsoft 365 and common end-user productivity applications
• Working knowledge of Active Directory and identity and access management concepts
• Understanding of basic networking and connectivity troubleshooting, including DNS and DHCP concepts
• Experience working with ticketing systems and established incident and escalation processes
• Strong troubleshooting, problem-solving, and analytical skills
• Strong written and verbal communication skills
• Strong customer-service orientation and ability to support users with different levels of technical proficiency
• Ability to work independently while following established procedures and escalation paths
• Strong attention to detail and commitment to accurate ticket documentation
• Ability to prioritize tasks effectively in a fast-paced global support environment
• Strong English communication skills

• Full back-office support, from career guidance to HR and concierge services
• Remote-first policy
• Own MacBook
• Growth opportunities through tech talks, chapter meetings, and remote happy hours
• Free English lessons with a native English speaker
• Candidate Referral Bonus program
• Access to Florianópolis headquarters with snacks, soft drinks, games, and weekly quick massages
• International technology team experience
• Long-term career development