IT Support Engineer

Overview

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At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth. Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations, all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether.

In PPRO's IT Support team, we believe in empowering our users with exceptional IT support, allowing them to do their best work.

What you will be doing

• Work closely with local IT team members in São Paulo to provide support for users throughout North and South America.
• Collaborate with colleagues in London, Berlin, Munich, and Singapore to support PPRO's global staff and ensure continuous 24/7 operations.
• In-office role five days a week; may involve very infrequent travel to assist with projects like office moves in the regions you support.
• Asset management: manage the end-to-end lifecycle of IT assets like laptops (Mac and Windows), monitors, meeting rooms, printers and other IT assets.
• Incident management: provide level 1 or 2 support on IT assets, escalate and resolve tickets, and communicate with requestors about ticket status.
• Hardware and software diagnostics and troubleshooting; diagnose problems in a structured manner and reference best practices.
• Leverage logging and monitoring to identify and optimise problems and improve efficiency.
• Problem management: identify recurring issues, ensure they are logged, tracked, and participate in resolving such issues with senior teams.
• Service management: maintain up-to-date documentation to enable self-service and AI-assisted information from internal sources.

Who you are / Our environment

• Understanding of IT concepts such as prioritisation, trade-off analysis, isolation, testing in different environments, deductive reasoning, and security best practices.
• Awareness of security controls (AV, MFA), risks and best practices.
• Mandatory: describe in a structured and detailed manner problems and the troubleshooting steps you've taken and their results.
• Optional: propose a solution in a structured and detailed manner to stakeholders.
• Desirable: collaborate or complete required tests and documentation.
• Experience or understanding of ITIL service management is advantageous; Agile methodologies (Kanban, stand-ups, retros) familiar.
• MacOS and Windows endpoint management across the asset lifecycle; experience administering Google Workspace or Office 365; experience with service desk platforms; Atlassian Jira/Confluence; MDM platforms like WorkspaceONE and Apple Business Manager; monitoring and logging with DataDog.
• Excellent communication in Portuguese and English; Spanish a plus; strong soft skills for first-line support.

Key Deliverables in the First Few Months

• Month 1: Onboard to our systems, staff, SOPs, and processes; start resolving common IT support requests; review MDM and asset management system and perform maintenance tasks.
• Months 2-3: Take ownership of onsite IT support in São Paulo and support users in other regions; start deeper project context.
• Months 4-6: Contribute to documentation improvements; focus on proactive problem solving; contribute to office culture and IT standards.

What we offer

• Hybrid working: 3 days on-site per week; 30-day holiday allowance; work-from-abroad policy for up to 30 additional days per year.
• Learning and Development: 3,000 BRL annual budget; leadership cafés, on-the-job training.
• Insurance: life, health, dental, and travel insurance.
• Meal vouchers: BRL 54 per day; meal allowance or supermarket voucher options.
• Enhanced family leave; transportation voucher; gym membership contribution.
• New Value (Deals & Coupons) platform discounts; mental health platform with therapy and courses; SESC partner programs.

Principles

Our principles: We get things done; act with trust and integrity; put the customer first; make things better; work as a team.

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